The retainer does not know its cost
A support contract is a fixed number. How many hours went into it is something you find out when the client turns heavy, not before.
Industries / MSPs and IT support
Support is sold as a retainer. It also has to be measured.
Tickets, SLAs and recurring contracts in the same place as quotes and invoices. Customers come in through the portal, not through your inbox.
Book a demo Measured in tickets per contract, and hours inside the fee
How it goes today
Tickets arrive everywhere
Email, phone, a message to the technician. Half the requests never become tickets, so they do not exist at renewal time.
Out-of-scope work is never billed
The job outside the contract gets done and then forgotten: nobody sends it to billing because nobody recorded it as billable.
An MSP that does not know how many hours sit inside a retainer does not have a contract: it has a bet renewed every year.
With Hakubase
01
Every ticket has a contract behind it
The request attaches to the customer’s contract and its terms. Hours logged on the ticket tell you whether the fee holds.
02
The portal is the front door
Customers open and follow their own tickets from the portal, without counting as users. Documents, quotes and job status live there.
03
Out-of-scope work enters the queue
What falls outside the fee lands in the billing queue as its own line. You confirm and issue it, instead of reconstructing it from memory.
04
Automations remove the manual steps
Assignment, notifications, state changes and escalation on your own rules. The procedure lives in the system, not in whoever is on shift.
The modules that matter here
The core includes everything: these are the ones you open first.
Support Tickets, SLA, hours Contracts Value, recurrence, signature Catalog The pivot of the cycle External portal A reserved area for customers Billing A queue fed by the cycle Automations Visual workflow editor
All features → Built to stay.
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