Client agreements, service desk, device counts and monthly billing in one record.
Manage client agreements, service plans, service desk tickets, response clocks, device and user registers, patch and backup checks, resold licences, projects and monthly invoices in one system. Each month’s invoice reflects only what the client’s plan covered, so seats added late or extra hours appear as their own lines. Engineers log time on their queue, and account managers read each client’s tickets before a review call.
- Plans, response targets and ticket categories entered the way your agreements read
- Client list, device register and open tickets migrated
- Changes to plans and ticket rules made by GullySystem staff when asked
Providers of managed IT support keep client agreements, tickets, device registers, resold licences and monthly invoices in Managed Service Provider Management Software from GullySystem. Each client’s plan carries its covered services and response targets. Tickets from email, phone, portal and monitoring tools take the right clock. The recurring invoice is built from live mailbox seat counts, resold subscriptions and out-of-scope hours.
What goes wrong before the software.
How the work flows through it, step by step.
- 1
Client onboarding
A signed agreement creates the client with its sites, users, devices and domain records, and the plan, response targets, included hours and renewal date are recorded beside them. Every user is linked to a site.
- 2
Ticket intake
Email, phone calls, portal requests and monitoring alerts open tickets against the client. Category, priority and the plan’s response clock are applied, and the ticket is routed to an engineer by skill. The clock starts.
- 3
Resolution and time
The engineer works the ticket, logs time, links the device and records the fix, with remote work and onsite visits kept apart and out-of-scope requests flagged for approval. Billable hours stay separate.
- 4
Routine checks
Patch windows and nightly backup jobs are logged per client, a failure becomes a ticket, and a skipped window carries the reason given by the client contact. Gaps show on the weekly report.
- 5
Monthly invoice
The recurring invoice draws the agreed fee, live seat counts, resold subscriptions and approved extra hours, then lists every variance against last month for review before it is sent. Review comes first.
- 6
Review and renewal
Ticket history, repeat faults, device age and open projects feed the quarterly review, and renewal dates show well ahead with the usage needed to propose a revised plan. Usage figures back the new quote.
What is inside.
Every module can be switched on, left out or changed to match how your team already works.
The business modules it is built from.
Each one is also available on its own, or inside a system built for you.
- Contract Management
Each client’s plan, covered services, term and amendments are held as dated records, so the desk and finance read the same agreement.
- Ticket Management
Email, phone, portal requests and monitoring alerts open tickets against the client, carry linked devices and keep every engineer note and time entry.
- Asset AMC Tracking
Workstations, servers and firewalls are listed per client with warranty and lifecycle dates, which plan covers them and the users who rely on them.
- Subscription Billing
The monthly invoice takes plan fee, live seat counts, resold subscriptions and approved extra hours, then lists variances against last month for review.
- Technician Scheduling
Onsite visits are booked against tickets and projects, assigned by engineer skill and area, and closed with arrival time, work done and parts used.
- Project Time Tracking
Engineers log hours against migration and cabling tasks, so quoted days can be read beside days used before the overrun reaches the final cutover.
- Client Portal
Authorised client contacts open a portal to raise requests, read quarterly reports and approve out-of-scope work without phoning the service desk.
- Service Reports and Proof of Visit
Each patch window and nightly backup result is written up per client, so a failed job and a skipped window both leave a dated explanation.
How we would put it in.
Setup, data migration, integrations and anything built on top.
One system, each person sees their part.
For service desk analysts
Work a queue sorted by response clock, open tickets from calls, link the device and escalate to a senior engineer when a target nears. Nothing waits unseen.
For field and project engineers
See booked visits and project tasks, log hours against them, and record parts, photos and sign-off at the client site from a phone. Hours stay honest.
For account managers
Read each client’s agreement, ticket trend, open projects and renewal date before a review call, then send the quarterly report from the same record. No collecting needed.
For billing and finance
Check seat counts, resold licences and extra hours before the monthly run, and issue credit notes when a count is corrected after the invoice has gone. Counts come first.
For client contacts
Log requests in a portal, follow ticket progress and approve out-of-scope work without ringing the desk, so the person who pays can see what the plan covers. Clients see status without phoning.
The numbers the owner asks for.
- Tickets by client, category and plan, with response and resolution targets met or missed
- Repeat faults by device model and client site
- Seat and device counts against the invoiced counts, by client
- Patch window and backup job results by client and week
- Resold licences by vendor, cost, resale price and renewal date
- Project hours quoted against hours logged
- Agreements due for renewal, with usage over the term
Who this is built for.
- Managed service providers that support small and mid-sized businesses under monthly agreements
- IT support firms that sell per-user or per-device plans
- Providers that resell mailbox, security and backup subscriptions to their clients
- Firms that run migrations and network projects beside routine support
- Providers with a service desk and field engineers working across many client sites
When it is not the right choice.
- A freelance technician with a handful of clients can work from a notebook and an invoice template.
- Teams that only need to run their own company’s internal helpdesk will find Technical Support Centre Management Software closer.
Adapted to your business before it goes live.
You are not handed a login and left to it. The product is set up around your records, your people and the tools you already use.
Works alongside
- Monitoring and backup alerts
- Remote management tool
- Accounting export
- Payment gateway
- WhatsApp or other messaging
Questions owners ask before a demo.
Can one client have different response targets for different services?
A plan can set one target for server outages and another for routine requests. Ticket categories pick the target, so mail flow stopping and a printer fault take different clocks, each counted from the first call.
Can it show what we spend on a client against the monthly fee?
Yes. Logged engineer time, onsite visits and parts sit beside the fee for each client, and an account manager sees which agreements consume more hours than they bring in.
How does it deal with starters and leavers?
Each change is entered on the user register with its date, by the desk or by an authorised client contact. The next invoice run reads the register, and your agreement decides pro-rating.
Can clients see their own tickets?
Yes. Authorised contacts log in to a portal, raise requests and follow status, and they see only their own firm’s tickets, approvals and reports. Nothing else is shown to them.
Does it deploy patches or control remote sessions?
No. Those jobs stay in your remote management tool. This system records the patch window, the outcome and any ticket that follows, so the history sits beside the client.
What happens when a vendor raises the price of a subscription we resell?
The ledger lists every client holding that subscription, with the old and new cost. You decide whether to change resale prices, and each client’s next invoice reflects the choice.
Can our existing tickets and devices come across?
Yes. Exports from your current service desk and asset lists are mapped and loaded, and your staff check a sample client before the rest are moved.
Who holds the rights to the client records?
You do. When your quotation is drawn up, it states how tickets, devices and invoices leave the system if you ever move on, and in which file layout.
What does it cost?
Cost depends on how many engineers and clients you run and which tools connect. First we run a demo on agreements like yours, and the quotation follows once you have watched it.
Wondering what it would cost? Share your requirements and an engineer will come back with a scope.
Businesses that use this.
See Managed Service Provider Management Software with your own data.
Tell us how you run things today. We’ll show you the parts that matter to you and say plainly what would need changing.
- No obligation
- A reply within one business day
- Your details stay private
Start with your requirements
Seven short steps that tell us what you need. An engineer reads them before getting in touch.
Share your requirements