7.21 Billing: Set Up Service Models

Updated Aug 04, 2020

Set up service models at Multi Sites, Client Sites or Sites. Service Types determine how you will bill your clients for services you render. 

You can set up 4 different service models:

  • Hourly Guard Services
  • Scheduled Patrols
  • Dispatch Services
  • Recurrent Items

Hourly Guard Services

With Hourly Guarding, you bill your client based on the number of hours worked by guards at the site. This is one reason why service types are linked to positions. For more information about positions, please see this article.

You can either create a new position or edit an existing one.

Follow the path below to do so:

Sites (Client) > Select a Site > Positions > Create a position / Edit button

Then, follow this path to set up hourly guarding services for the contract.

Sites (Client) > Select Site > Contracts > Select Contract > Hourly Guard Services Section > Setup Button

You can set up hourly guarding services in the Hourly Guard Services section of this screen.

Operation Dashboard - Google Chrome

Contract: The list provided in this drop-down menu is linked to contracts you created in a previous step for this Site. You can also set this position as Non-Billable.

Bill Item: Select the Bill Item you want to apply to your contract. They represent the services you will render at this site. Bill items appear on the contract and the invoice.

Discount %: Choose if you want to apply a discount to the invoice. 

Billing Method: Two choices are available, either Hourly or Fixed. The fixed option allows you to bill your client a set rate. The hourly option allows you to bill your client per hour.

Bill Rate: Fill in the hourly rate that you will be billing to your clients for work at this position. Adjust the rate using the “Matrix” button if you have special conditions, such as a premium only during the weekends.

Bill Premiums: If you created Pay or Bill Premiums, you can add them here.

Breaks (Billing): Choose to bill all breaks, only rest breaks, only meal breaks or no breaks.

Holiday Billing: Select from options, such as not charge holiday, use a rate multiplier (you will be able to choose the multiplier if you select this option), or use a fixed holiday rate of your choosing (you will be able to choose the rate if you select this option).

Holiday Group: This option will appear only if you chose to bill your holidays. From the drop-down menu select the Holiday Group you have created earlier.

Holiday Hourly Rate: You can apply a specific hourly rate for the holidays you previously identified in the Holiday Group.

Billing Overtime Rule: Based on the Overtime Rules available in your system, you will be able to choose the specific rule you want to apply to this position. 

Price Tier - Scheduled Patrols

There are two different options for billing for Patrols Services: “Price Tier - Scheduled Patrols (Enforce Service Periods)” and “Price Tier - Scheduled Patrols (Ongoing Services)”.

Enforce Service periods: This service model enables you to schedule patrols. This service is "Enforced". It allows you to bill for scheduled patrols that were contracted within the service period, regardless if they were performed or not. These must be approved during the service period.

Follow this patch to create a Price Tier for Scheduled Patrol and Enforce Service periods. 

Sites (Client) > Select Site > Contracts > Select Contract > Price Tier - Scheduled Patrols (Enforce Service Periods) > Setup Button

Ongoing Services: The "ongoing" option allows you to bill for scheduled patrols that were performed outside of the service period. They can be approved during the service period or later.

This service model is very similar to the dispatch (ad hoc events) service model. However, you can plan the patrols via a scheduling mechanism.

Follow this path to create a Price Tier for Scheduled Patrol and Ongoing Services.

Sites (Client) > Select Site > Contracts > Select Contract > Price Tier - Scheduled Patrols (Ongoing Services) > Setup Button

Follow this path to manage all Price Tiers created at a Site, both for Enforce and Ongoing Services by accessing the path below:

Sites (Client) > Select Site > Mobile Dispatch > Patrol Price Tier

Click on the “Create Price Tier” button to create a price tier.

Name: Price tier name or description. This will be used to identify the price tier throughout the system.

Code / ID: An optional unique code or ID for the price tier. Leave blank to have the system generate one.

Service Model: Select “Enforce Service Periods” or “Ongoing Services” for patrols. “Dispatch Service Model” is discussed below.

Internal Instructions: Information for patrol officers. This is for internal use only; clients won’t have access to it.

Service Dates: Set the dates during which you will provide these services. The Begin Date can be set in the past. The End Date can be left blank if you want to have an ongoing service.

Other Charges: This section is used to add another item to your billing invoice. The percentages for Fuel Surcharge are calculated on the price of the patrol. This generates an individual revenue line and will be linked to the same patrol event. Add a descriptive label that will appear in the Invoice line.

Contract: Depending on how you access this menu, this option may be filled in and locked. If you access it through the Contract path, then the contract has already been selected. If you accessed it through the Mobile Dispatch path, you will have to manually select the right contract to associate your Price Tier to.

Bill Item: From this list, select the Bill Item to apply to the Price Tier. The type of services you will be providing at this Site for this Price Tier.

Discount (%): Apply a discount to the billing. This will allow you to manage discounts and have flexibility during negotiations. Percentages are calculated on the price of the patrol. Discounts generate an individual revenue line and be linked to the same patrol event.

Note: When you have both discounts and fuel surcharges, they will both be calculated individually on the patrol event cost and do not multiply each other.

Charge Type

Select the applicable charge type. Other fields will appear based on your selection.

Actual (Completed patrols): Actual, completed patrols. It will charge a Unit Rate per completed patrol. Fill in the Unit Rate to complete the section.

Note: This Charge Type requires approval.

Actual / Time Matrix: Actual, completed patrols. The cost is calculated based on a time matrix. The Price will be charged based on duration (Minute). Additional charges can apply based on additional time. To complete the patrol.

Note: This Charge Type requires approval.

Contracted (Planned patrols): Planned patrols. A Unit Rate will be charged per planned patrol, regardless of whether the patrols were completed. Fill in the Unit Rate complete the section.

Note: This Charge Type requires approval if used with the Service Model: Ongoing Services. This Charge Type does not require approval if used with the Service Model: Enforce Service Periods.

Flat Rate (Per Service Period): A flat rate will be charged per billing period. For this option, it does not matter how many patrols are scheduled or completed. The price will be the same for the whole period. Fill in the Flat Rate ($) that appeared below to complete the section.

Note: This Charge Type requires approval if used with the Service Model: Ongoing Services. This Charge Type does not require approval if used with the Service Model: Enforce Service Periods.

Prepaid Bank (Dispatch Only): This can allow you to bill the client for a quantity of services and to deduct them from that total as they are used. After X amount of dispatches, it will trigger a refill and another prepaid charge will be applied on the invoice.

Note: Flat Rate option for Charge Type is only available for Dispatch services and Enforce service Period patrols.

Holiday Rate Type: Select this option if you want to charge for Holidays. If set, a new section will appear for you to choose the Holiday Group and the additional charges you wish to apply. The start time of a patrol determined whether it falls on a holiday.

Note: If a Price Tier has Fuel Surcharge and/or a Discount and a patrol event is on a holiday, percentages are applied on the holiday rate.

Patrol Billing Flow

Each patrol passes through the auto-approval (guard en route, guard arrived on site, complete report and finish job) process as defined by the rules. If the patrol is not auto-approved, it will be available on the verification screen.

Approved patrols are automatically become billable. Once billable, the system selects all unbilled services and inserts them into the invoice to be billed for ongoing services. 

Note:  You can modify the patrol billing attributes until the time the revenue items are created. You can modify the revenue items up until the time an invoice is created.

Patrols that are not linked to a contract or a price tier will not be billed. Patrols that are unapproved will also not be billed. Likewise, if patrols are set to unbillable, they will not be billed.

The amounts invoiced include the holiday amounts in addition the standard amount, if applicable. If you decide to override the standard amount, you will override the base and holiday amounts at the same time.

Dispatch Services

Dispatch Services is the last option available when setting up a Price Tier. You can use a single Dispatch Price Tier for all dispatches or set up different ones. You can build workflow(s) to manage the dispatch job, Billing Action and Cancellation threshold Action. For more information on building dispatch workflows, please refer to the TrackTik Guarding Suite manual.

Follow the link below to set up a dispatch price tier:

Sites (Client) > Select Site > Contracts > Select Contract > Dispatch Services > Setup Button

You can also follow this path:

Sites (Client) > Select Site > Mobile Dispatch > Dispatch Price Tier

Click on the “Create Price Tier” button to create the price tier.

Operation Dashboard - Google Chrome

Note: Setting up a price tier for dispatch is like setting up a price tier for patrols. However, when setting up a dispatch price tier, select the options appropriate for dispatch.

Service Model: Select “Dispatch Service Model”.

Cancellation Threshold: Enter the number of minutes during which the client can cancel the service without being charged. 

Note: The start and finish of the cancelation timer will be applied to a status node of a workflow.

For more information on workflow status nodes, please refer to the TrackTik Guarding Suite manual.

Charge Type: Select the applicable charge type. Depending on your choice, subsequent menus and options will be adjusted.

  • Actual (Completed patrols): Completed dispatches. It will charge a Unit Rate per completed dispatch. Enter the Unit Rate to complete the section.

Note: This Charge Type requires approval.

  • Actual / Time Matrix: Completed dispatch services. The cost is calculated based on a time matrix. The Price will be applied to an initial duration (Minute) and can have an additional time section in case the service goes over the set limit.

Note: This Charge Type requires approval.

  • Flat Rate (Per Service Period): A flat rate will be charged per billing period. It does not matter how many services are completed; the price will be the same for the whole period. Fill in the Flat Rate ($) to complete the section.

Note: Flat rate charges can lead to losses for your company if there are more than the expected number of dispatches for a period. On the other hand, you may also charge a client even if no service was provided. Revenue generated from flat rate charges are more predictable

  • Prepaid Bank (Dispatch Only): Bill the client for a set quantity of services and to deduct them from that total as they are being used. After X amount of dispatches, it will trigger a refill and another prepaid charge will be applied on the invoice.

Note: This Charge Type requires approval.

After setting up a dispatch price tier, you can set up dispatchable tasks.

Follow this path to access dispatchable tasks.

Sites (Client) > Select Site > Contracts > Select Contract > Dispatch Services > Blue Setup Buttons

From there you can associate Job Types to the Price Tier. For more information on Job Types, see the TrackTik Guarding Suite manual.

Filter, Dispatch Billing Model, Alarm SLA: Apply a Dispatch Billing Model and Alarm SLA in batch to the selected Site Locations listed below.

Dispatch Billing Model:  Select the dispatch billing model to apply to the dispatchable Job Type. The Not Billable option will not bill the client, while the rest of the drop-down menu will give you the list of all the models available in order to bill the client.

Alarm SLA:  Select the Service Level Agreement (SLA) that will apply to the dispatchable Job-Type.

Note: For information on SLAs, please refer to the TrackTik Guarding Suite manual.

Their operation flow is the following:

  • Dispatch is created.
  • Dispatch goes through the workflow motions.
  • Dispatch is closed.
  • Event is passed through the auto-approval process via the rules. 
  • If not auto-approved, it is available on the verification screen for user to manually approve. 

There is a setting to auto approve events on certain conditions.

If one or more of these conditions are met, the dispatch will not be auto-approved:

  • The auto-approve setting is set to off.
  • There is no price tier linked to the event.
  • The price tier does not have a task type.
  • The job was cancelled in the threshold of cancellation.
  • The billing notes were entered in the event. 
  • The event did not meet the SLA.
  • The duration of the event is 0 or null, meaning no duration was logged.
  • The event lasted more than the base minutes, unless the option to approve all has been selected.

Approved dispatches are automatically invoiced. 

Note: You can modify the dispatch billing configurations until the revenue items are created. You can modify the revenue items until the invoice is created unless the revenue item is posted to a General Ledger system via an integration.

Dispatches that are not linked to a contract or a price tier will not be invoiced. Dispatches that remain unapproved will not be invoiced. If dispatches are set to unbillable, they will also not be billed.

Invoiced totals include the holiday amounts in addition to standard amount. If you decide to override this total, it will override both the standard and holiday amounts.

The Patrol and Dispatch Billing Verification Screens

The billing validation screen allows you to decide which completed patrols and dispatches you want to bill. Any patrols and dispatches that have not been approved will be visible in this screen.

Job ID: The unique ID of the patrol or dispatch.

Blue Plus Button: Click this button to edit the report associated with the job.

Bill Note: Read the note associated with the patrol or dispatch.

Job Type: The name or description of the job.

Time: The date and time stamp of the job.

Account: Name and address of the site where the job took place.

Info Button: Use this button to drill down into the job and make any changes. Clicking this button opens a new window in the left side bar.

Price Tier: This column contains the name and other specifics of the price tier. If no price tier is set, a red ‘NOT SET’ message will appear.

Assignee: The guard to whom the job was assigned.

Region: The region where the job was handled.

Status: The latest status of the job.

Min: If an SLA is set, this column will display the number of minutes over or under SLA.

Price: The amount you are charging your customer for the job.

Approval Drop-down: Select from Approve or Cancel. If Cancel, the job will not be billed. If approved, the job will appear on an invoice.

Edit Time Logs Button: This button will allow you to edit the time logs for the job.

Recurrent Items

This feature will allow you to set up the Bill items for services that you will bill on a repeating basis. You can determine if each item is taxable and whether the price for the item must be charged on each invoice.

In order to create a Recurrent Item, please follow this path:

Sites (Client) > Select Site > Contracts > Select Contract Recurrent Items Section > Setup Button

Click on the Add button to start creating recurrent items.

Bill Item: From this list, select the Bill Item you want to use for your Recurrent Item. Examples could include phones for your officers, a special report you have for them, or even a client portal access.

Description: The description of the recurrent item. This description will appear on your client’s invoice.

Service Location: The service location. This is the Site to which the recurring item will apply. This location will also appear on your client’s invoice.

Quantity: This is the multiple of the rate.

Rate: The rate for a single recurrent item.

Every: This field is used for the occurrence of the item. The item will be applied on the invoice regardless of the invoice occurrence.

Reference Date: The date of the charge.

Start Date: The start date of the charge.

End Date: The end date of the charge. Leave this field blank for ongoing services.

Taxable: Select if you need to make the item taxable.

Total: The total charge that will be applied for the bill item. It is the product of the Quantity and the Rate.

Billing Matrix
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Previous Article 7.20 Billing: Contract Overview and Navigation
Next Article 7.22 Billing: Invoices - Introduction

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