Electronic contracts in Sonar are used to collect signatures from customers, and the contract templates define the content of the document that you want the customer to sign. Although contract templates are typically used for agreements such as a terms of service or acceptable use policies, they can also be used for documents where you’re simply looking for a signature, such as an acknowledgment for a satisfactory service call.
Creating a Contract Template
To create a contract template, navigate to the Contract Templates screen, accessible under the Financial section of the Settings menu, and click the "Create Contract Template" button.
As a result, the Create Contract Template window will open where you will define the template. An overview of the fields you will interact with is provided below.
Name: This is the name of the contract template and will appear as the contract name to the customer
Body: This is where you can create the content of the contract, with the use of html formatting as well as variables. Variables are wrapped in *| and |* and are used as a placeholder for data; when the contract is sent out, the variables will populate with the appropriate values. For example, the variable *|CONTACT_NAME|* will populate with the name of the contact when the contract is actually sent out. To input a variable into the content body, simply select it from the Variables menu.
Term in months: When used, this field allows you to set a term for the contract and therefore an expiration date. The term is set by the number of months, and the expiration date is based on the date the contract is signed.
Company:This field is optional, and will associate this contract template with the company you select, so that only accounts that are a member of that company have that contract available for them
Ticket Group: If a selection is made for this field, it will allow you to set a responsible ticket group for when contracts using this particular template are signed.
Once the contract template has been created, you will be able to view it from the Contracts table. An overview of this table is provided below.
Search/Filters: This top panel allows you to toggle between using simple or advanced filters in order to easily find and narrow down the contract templates that you are interested in viewing. For more information on using filters, take a look at our Filtering: Simple vs Advanced article.
ID: The ID within Sonar of the contract template.
Enabled: Indicates if the contract is available to be added to an account; if the contract template is disabled, it will not appear in the list of contract templates to select from.
By default, a contract template is set to be enabled upon creation. To disable a contract template, click "Edit" next to the contract template from the Contract Templates screen - this will open the Edit Contract window, where you can toggle the Enabled checkbox.
Name: The name of the contract template, which also appears to the customer.
Body: Clicking "View" here will open a pop-up window where the content of the contract template can be viewed.
Term in Months: If the contract has a term specified, it will appear here in the number of months.
Edit menu: Clicking "Edit" will allow you to edit the contract template through the Edit Contract Template window, whereas clicking the downward arrow will provide you with the option to delete the template.
You cannot delete a contract template once that template has been used to add a contract to a customer's account - you must disable it instead.
Details Panel: Clicking on the side arrow will open a sidebar panel with further details for the contract template, including an activity log of recent changes.
Adding a Contract to an Account
Once you have created your contract template, you can insert a contract into a customer's account. To add a contract to a customer's account:
Navigate into the particular account
Once within the account, click on the Billing tab
From within the Billing tab, click into the Contracts sub-tab along the top
Click "Add Contract"
Once you click "add Contract", you will be presented with the Create Contract window - fields you will interact with are listed below.
Custom Message: This field is optional but it allows you to provide some customized language to the customer, which appears on the signing page for the contract.
Contract Template: Used to select the contract template that you want the customer to sign.
Contact: Used to select a contact that will be responsible for signing the contract. The drop down list will include any contacts associated with the account.
Once a contract has been added to an account, it cannot be edited - you can only edit the custom message that appears with it.
Once the contract has been added to the account, the selected contact will immediately receive an email containing a link that they can access in order to sign the contract. Within the billing tab of the account, you will see "Unsigned" displayed in the Signed By column until the contract is signed by the customer.
How Customers Can Sign a Contract
There are 3 different ways that a customer can access the contract in order to sign it - each method is explained below.
Only unsigned contracts can be deleted; once a contract has been signed you only have the option to download a copy of it.
By Email Link
Once the contract is added to the account, the associated contact will automatically receive an email (to the email address that is recorded in Sonar for that contact) containing a link that the customer can access in order to sign the contract. With this option, you do not need to direct the customer on where to go or login in order to access the contract, since the URL will be provided in the email that gets sent out.
By Customer Portal
If you have the customer portal enabled, you can direct the customer to access and sign the contract through there. When the customer logs into the portal they will be able to access any contracts that have been added to their account through the Contracts tab on the left-side menu. The customer will be able to review and sign the contract through the "Sign Contract" button.
When accessing the contract through the customer portal, the custom message (if added) is displayed as a banner across the top of the contract page. An example of the custom message banner can be seen below:
Once the customer signs the contract, the Status column will update to reflect the contract has been signed, and the Action column will provide the customer with an option to download the signed contract.
By Tech in Field
In some scenarios, you may have customers sign a contract while the technician is at their residence, as part of a service or install process. Previously, the technician would do this by opening the customer's account from the instance and presenting them the instance view. With the release of the Field tech app, the technician can now use a simpler, easy-to-use view to sign contracts when out in the field:
Using the Sonar Field tech app, navigate into the Job Details screen for the associated customer's job.
Tap "Account":
Scroll through the Account View until you see the Contract section and select the contract to be signed:
On the contract page, you can allow the customer to view the contract on your device, then click the "Sign Contract" button:
This will take the customer to the signature page, where they'll use your device to type their name and add their signature:
Once the contract is signed, you'll be able to see the contract with a checkbox next to it, and clicking on it will show you the signature:The signature will be attached to the account and will be viewable within the instance as well as on the Field Tech app:
Once a Contract Has Been Signed
When a customer signs a contract in Sonar, the Signed By column will automatically update with the name that was entered by the customer during the contract signing process. At this point, the only action that will be available to you for the contract will be to download a copy to your device, using the "Download Contract" button seen below.
Clicking on the name under the Signed By column will open a sidebar panel, where you can view the contract's details and the activity for the contract. Clicking into an individual activity item within the Activity log will also allow you to view more details, including the image of the signature that the customer used to sign the contract.
Triggered Messages
Triggered Messages allow you to set up custom, automatic messages to be sent when a set parameter is triggered. There are two triggers that can be used during the contract process:
A contract pending signature is emailed to a contact An example of the message subject and body would be: Subject:
Contract awaiting your signature from *|COMPANY_NAME|*
Body:
Hello,
A contract from *|COMPANY_NAME|* is awaiting your signature. Please click here to sign it: *|CONTRACT_SIGNING_URL|*
*|CUSTOM_MESSAGE|*
A signed contract is emailed to a contact An example of the message subject and body would be: Subject:
Your contract from *|COMPANY_NAME|* is now available to view.
Body:
Hello *|CONTRACT_NAME|*,
Please see your signed contract here *|CUSTOMER_PORTAL_URL|*.
To continue reading about Triggered Messages, click here.
Contract Template Examples
The contract template examples below are NOT meant to be used for your own contracts or for legal purposes, and are strictly here as a learning resource.
Example #1: Service Call Satisfaction Sign Off
I, *|CONTACT_NAME|*, agree that the service call performed on *|DATE|* has been completed to my satisfaction.
Example #2: Terms of Service Agreement
Terms of Service Agreement:
Services provided by Example ISP are governed by the “Example ISP Terms of Service Agreement”. By signing and accepting this agreement, I/We acknowledge that I/We have read, understood and agreed to the conditions and terms therein. I/We understand that violation of the “Example ISP Terms of Service Agreement” may be grounds to terminate my/our connection.
Payment of Fees:
I/We authorize Example ISP to debit my/our Credit Card or Bank Account during the billing period of every month for Internet charges. The amount is to be debited from the Credit Card or Bank Account as listed on the attached Payment Authorization Document. In the event where Example ISP is unable to debit the monthly fee from the Credit Card or Bank Account provided, an administrative fee of $25.00 will be charged. In the event that I/We fail to fulfill our obligations as defined in this contract, I/We agree to pay Example ISP reasonable collection and legal fees on charges owing, without regard to further legal action taken by Example ISP to recover other or related consequential damages suffered as a result of My/Our actions.
Length of Terms and Service Agreement:
This Terms and Service Agreement is valid and in effect from the day following this agreement. This agreement will renew automatically thereafter on a monthly basis.
Termination of Terms of Service Agreement:
I/We understand that I/We and Example ISP reserves the right to terminate this Term of Service Agreement at anytime. If I/We or Example ISP chooses to terminate this agreement, I/We agree to pay a fee of any outstanding balance and/or charges incurred.
Security:
Example ISP is not responsible for what you or your employees or family may encounter on the internet. By signing this agreement, I/We do hereby release Example ISP of all claims, liabilities, losses, and indirect damage and all subsequent use of any and all service or equipment proved by Example ISP including damage to hardware, software, files or data.
Liability Release:
I/We do hereby request that Example ISP install and maintain any and all equipment required in order to receive services from Example ISP. In allowing Example ISP or its technicians to enter my/our premises, and by the signing of this form, I/We do hereby release Example ISP of the following: Any claims, liabilities, losses and damages arising directly or indirectly from the installation activities of Example ISP, and all subsequent use of any and all services or equipment provided by Example ISP including damage of My/Our hardware, software files, or data.
Equipment:
All equipment will at all times hereby remain the property of Example ISP, unless provided otherwise. I/We do hereby agree not to sell, transfer, lease, assign any interest in or mortgage or encumber all or any part of the equipment provided by Example ISP. I/We do hereby agree to pay Example ISP the full cost of repair and or replacement of any lost, stolen, unreturned, damaged, sold, encumbered or assigned equipment plus any labor cost. All equipment will hereby remain on site, or the address listed for the sole use of Example ISP Internet Service of which I/We are a subscriber. I/We have provided up to a $400.00 guarantee for the assigned equipment rental. It will only be charged in the event of loss, damage or encumbered equipment.
Authorization:
I/We acknowledge that I/We have read and understood all the conditions provisioned in the “Example ISP Terms of Service Agreement”. I/We warrant that all persons whose signatures are required to sign have signed this application.
