How do I set up and change our service agreement and schedule of supports?

Key Points

Your service agreement is set up in one of two ways. It's either a Form in the client's Section, or a Word template in the client's Drive that fills in from a Form in their Section.
Admins can change the wording of a service agreement Form themselves in the Form Editor. To change the logo or the PDF layout, contact our Support team.
The schedule of supports is the client's funding allocation. Link the allocation to the saved agreement and its service items show in the agreement.
The schedule of supports shows each service item's price as it was when it was entered. Exports always use the current price in Service Items.
To stop using an old agreement, make its Form inactive in the Form Editor.

Is our service agreement a Form or a Word template?

Organisations set up service agreements in different ways, so check which one you use before you change it.

Form: the agreement is a record in the client's Section, usually on a funding Tab. Staff fill it in on the client's record and save or print it as a PDF.
Word template: the agreement isn't in the client's Section. It's a Word document in the client's Drive, and it fills in from a Form in their Section, such as the client's details or funding allocation.

If your agreement is a Word template, you change its wording by editing the template. See How do I create and populate a Word template? The rest of this article is about service agreement Forms, apart from the schedule of supports and signing sections.

How do I change the wording of our service agreement Form?

The text in a service agreement Form is usually held in Info Box fields. Admins with access to the Form Editor can change it.

Go to System Menu > Forms and search for your service agreement Form.
Click Edit on the Form and open the Fields tab.
Hover over the text you want to change and click Edit.
Change the text in Default Value, then click Apply Settings.
Click Save Form.

Things to know:

The change applies to every agreement made with that Form, including existing ones.
To add a new clause, add a new Info Box field where you want it. If a new field doesn't show on an older agreement, open the agreement and save it again.
Your organisation's details on the Form, such as your ABN and address, flow through to every agreement. If an existing agreement doesn't update, open it and save it again.
Be careful when editing fields that already hold data. Changing them the wrong way can lose stored data.

For headings, columns and HTML formatting in the text, see How do I format a Form and its PDF?

Can a clause show only for some clients?

Yes. Put the clause in a Display Group so it only shows when a set option is chosen in a dropdown, such as how the plan is managed. See How do I show or hide fields on a Form using Display Groups?

How do I change the logo or layout of the PDF?

Contact our Support team to change the logo, header, footer or page layout of your service agreement PDF. Send a high-resolution PNG logo with a transparent background so it doesn't look blurry. Form PDFs use your organisation's logo.

How does the schedule of supports fill in?

The schedule of supports is the client's funding allocation. It shows in the agreement when the allocation is linked to it.

Create the client's service agreement and save it. The schedule of supports table only shows once the agreement is saved.
Add the client's funding allocation, or open an existing one.
In the field that links it to a service agreement, choose the saved agreement. Then save the allocation.

The allocation's service items now show in the agreement. If the table is empty, check that an allocation is linked to that agreement. One agreement can have more than one allocation linked to it.

If a total is missing on a line, check that the line has a quantity.

For how to set up the allocation itself, see How should I set up funding allocations for self-managed, plan-managed and NDIA-managed participants?

Why does the schedule of supports show an old price?

Funding allocations and the schedule of supports show the price a service item had when it was entered. Exports always use the current price in your Service Items list. This is how FlowLogic is meant to work.

So if an allocation started before a price guide change, the agreement can show the old price while exports use the new one. That's why you may see both prices. For how new prices are applied, see How do I get a new NDIS price guide applied in FlowLogic?

How do clients sign the agreement?

FlowPoint: service agreements you share show in the participant's FlowPoint portal, where they can view and sign them. See What is FlowPoint and what can participants do in it?
DocuSign: send the agreement for e-signature from the record. The Form needs signature fields set up first. See How do I send a document for e-signature with DocuSign?

Can an automation create or send the agreement?

No. An automation can notify someone, for example when a funding allocation is added, so they can create or send the agreement. It can't create or send the agreement itself. See How do I create a record automation?

How do I stop using an old service agreement?

If you've moved to a new service agreement Form, make the old one inactive so staff can't use it for new agreements.

Go to System Menu > Forms and search for the old Form.
Click Edit and set the Form to Inactive.
Save the Form.