DMSI Service Management — Full Feature List
Contract management, time tracking, asset renewal reminders, client portal, and SLA tiers for WordPress agencies and managed service providers.
Service Contracts
Create and sell service contracts through WooCommerce with automatic client assignment and lifecycle management.
- Service Contract product type — New WooCommerce product type for monthly, quarterly, or annual contracts
- Automatic assignment — Contracts assigned to client accounts when the WooCommerce order completes
- Contract record fields — Start date, end date, included services, SLA tier, and contract price
- Contract statuses — Active, Expiring Soon (30/14/7 days), Expired, and Cancelled
- Contract renewal — Manual via new order or automatic via WooCommerce Subscriptions
- Multiple contracts per client — Clients can hold several contracts simultaneously, all visible in their portal
- Billing periods — Monthly, quarterly, or annual billing set at the product level
Support Hour Packages
Sell support hour bundles through WooCommerce with real-time balance tracking and low-balance alerts.
- Hour bundle products — Create WooCommerce products with configurable hour quantities and pricing
- Automatic credit — Hours credited to client account when order completes
- Real-time balance — Balance updates immediately when time is logged
- Low-balance alerts — Automated email when balance falls below configurable threshold
- Top-up link — Clients see balance and a direct link to purchase more hours
- Hour expiry — Optionally expire unused hours at contract end date
Time Logging
Log billable time from WordPress admin with an optional approval workflow and CSV import.
- Admin time logging — Log time at DMSI DDLS → Service Management → Log Time
- Entry fields — Client, contract, date, duration (HH:MM), description, and team member
- Approval workflow — Draft → Pending → Approved → Billed status progression
- CSV bulk import — Upload time entries from external tools using the provided template
- At-a-glance summary — Hours purchased vs logged vs remaining on each client account
- Time reports — Filter by client, contract, team member, date range, or status; exportable as CSV
Asset Renewal Reminders
Track domains, hosting, SSL certificates, and any asset type with automated email reminders before renewal dates.
- Asset types — Domain, hosting, SSL certificate, software license, and custom types
- Per-asset records — Client, asset name/URL, provider, renewal date, annual cost, and notes
- Automated reminders — Configurable schedule (e.g. 60, 30, 14, 7 days before renewal)
- Recipient control — Send reminders to admin only, client only, or both
- Mark Renewed — Confirm renewal and enter new date; next reminder cycle schedules automatically
- Colour-coded dashboard — Assets sorted by renewal date (green 30+, amber 14–30, red under 14 days)
- CSV export — Download full asset list for bulk review or backup
Client Portal
Clients see contract status, hour balance, time logs, and upcoming asset renewals in their existing DMSI DDLS portal.
- Same portal login — No separate credentials; uses existing DMSI DDLS customer portal
- Contract status — Name, status (Active/Expiring/Expired), and renewal date displayed prominently
- Hour balance — Visual indicator showing remaining hours out of total purchased
- Time log view — Client-facing list of time entries (date, description, duration); hides internal notes by default
- Asset renewals — Upcoming renewal dates visible so clients are not caught by surprise
- Buy more hours — Direct link from portal to purchase additional hour bundles
SLA Management
Define SLA tiers with response and resolution targets that integrate automatically with Support Desk tickets.
- SLA tier definitions — Standard, Priority, Emergency with configurable response and resolution targets
- Contract-based assignment — Assign SLA tier per contract; all clients on that contract receive that level
- Support Desk integration — Priority contract clients’ tickets automatically get Priority SLA treatment
- Compliance report — Percentage of tickets meeting targets per SLA tier for any date range
- Breach alerts — Admin email when a ticket’s SLA deadline passes without resolution
- Per-client override — Assign custom SLA directly to key accounts that overrides contract default
Service Management is included in the Business Bundle — save 30% with 5 extensions for €249/yr.