I have got to the point where I need to introduce SLAs for my business clients, I am hoping to expand a bit this year and to do that I need to secure regular cashflow and many clients have been requesting I introduce contracts. The problem is I don't know where to start...
I think I will be basing this on a set amount of hours per month, then using CommitCRM I will assign the contracts to the accounts and deduct time on a quarterly hour basis for remote work and probably an hour minimum for onsite work. I feel that in order to have the clients request an honest amount of hours for their contract I am best offering a discount on my standard hourly rates, I was thinking maybe 10%. Does this sound right?
Does anyone have any advice or examples to help structure the agreements? Last thing I want is a formal agreement that will cause problems down the line because I have omitted anything or accidentally agreed to an impossible task.
Any advice would be greatly appreciated.