Service catalogue
The service catalogue is where you define the services your business sells: support plans, backup packages, per-seat software, managed hardware, anything recurring or one-off. Define each service once, set its billing rules once, then attach it to any customer with a click.
This replaces the old pattern of duplicating product records per customer or retyping line items on every invoice.
Who sees this
Service Catalogue lives under Billing → Service Catalogue and requires the service_catalogue.view permission, with service_catalogue.create, service_catalogue.edit, and service_catalogue.delete governing those actions. Assigning a service to a customer (from the company's Services tab) is gated by services.request; viewing a company's services requires services.view.
Concepts
Category: groups services together (e.g. "Managed services", "Hardware", "One-off projects"). Categories are optional but keep the catalogue tidy.
Catalogue item: a template for a service. Has a name, description, pricing model, commitment type, and portal visibility setting. Not yet sold to anyone.
Company service: an instance of a catalogue item assigned to a specific customer. This is what the customer is actually paying for.
Service change request: any proposed change (add a service, remove one, change quantity). Routed through Approvals before it applies.
Pricing models
Each catalogue item picks one of:
Fixed recurring: a flat monthly or annual fee (£X per month)
Per unit: a per-unit price (£X per seat, per device, per GB)
Tiered: volume pricing with bands (£20/seat up to 10, £15/seat after that)
One-off: a single charge that generates a line on the next invoice
Commitment types
Monthly: a monthly rolling commitment
Annual commitment, monthly billing: locks the customer in for 12 months but bills monthly; renewal is flagged in the Renewals dashboard
Annual commitment, annual billing: locks the customer in for 12 months and bills the full term up front
If you leave the commitment type on Auto, it's inferred from the service name (e.g. a name containing "Annual Commitment, Monthly Billing"). Commitment type drives whether the service shows up in Renewals and whether an e-sign contract is generated when it's assigned.
Portal visibility
Every catalogue item has two portal flags:
Visible in customer portal (
portal_visible): when off, the item is staff-only and never shown to the customer; when on, the customer can see this service in the portal. Off by default surfaces as Hidden.Customer can request quantity changes (
portal_editable): when on, a customer viewing the service can request a quantity change. The request still routes through Approvals rather than applying directly.
Assigning a service to a customer
Open the customer's Services tab.
Click Add service, pick a catalogue item, set quantity.
If the item has an annual commitment, the system opens the e-sign flow; the customer counter-signs before the service activates.
For hardware, the service goes into "Pending procurement" until staff tick it off.
Once active, the service starts billing on the next invoice cycle.
Changes and approvals
Any change to a customer's services (adding, removing, changing quantity, price overrides) is recorded as a service change request and routed through the unified approvals queue. See Unified approvals.
Renewals
When an annual commitment is within its renewal window (the next 90 days before the end date) the contract appears on the Renewals dashboard. See Contract renewals.
Where to find things
Billing → Service Catalogue: manage items, categories, pricing rules
Customer → Services tab: see what the customer has and change it
Approvals: pending service change requests
Renewals: upcoming renewal dashboard
Portal → Services: what the customer sees, assuming visibility is on