This task is one section of Small business workflows for 20 industries, with 19 related tasks on one page.
1. What to record
Record the subscription start, each support request, and any change that is a separate sale.
This is a subscription and support record. It does not set a service level, uptime promise, or tax treatment.
2. People and records
On small screens, scroll the table sideways to see every column.
| Record | Who uses it | What to keep |
|---|---|---|
| Subscription | Accounts | Customer, amount, start date, and whether it is active. |
| Go-live | Delivery lead | The date the customer could use the product, which starts the fee. |
| Support ticket | Support | Customer, question, and the active subscription it belongs to. |
| Change request | Project lead | Work that is outside support, with its own price and acceptance. |
3. One complete cycle
- Agree a subscription of 100 for each month, starting on the go-live date.
- Go live on the first of the month and start that month’s fee of 100.
- Open a support ticket in the same month and close it against the subscription. Do not raise another 100.
- Quote a separate change at 250. Invoice 250 only if the customer accepts that quote.
Expected: The month’s subscription invoice is 100. The closed ticket has no second charge. The change stays unbilled until it is accepted, and then it is 250 on its own invoice.
4. Check before you add tools
Before closing a ticket, confirm the subscription was active on the day of the request. A ticket after the subscription has ended needs a renewal or a separate quote.
Do not fold the change request into the monthly fee. A reader should see 100 for access and 250 for accepted extra work.
5. Frequently asked questions
Does every ticket create an invoice?
No. A ticket covered by an active subscription is support. Bill it only when the request is outside that subscription and the customer has accepted the price.
When does the first fee start?
On the go-live date you recorded, not on the day the contract was signed, unless the agreement says the fee starts earlier.
What if the subscription has ended?
Do not treat the ticket as included. Renew the subscription or quote the work before you spend time on it.
6. Related articles and next steps
Sample amounts and names in this guide are illustrative. They are not a client result, a price, or legal advice.
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