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PLANS
Every plan, side by side.
Four plans. Each one has everything of the plan before it. Below is every feature of SmartMy Desk, area by area, with the plans that include it.
Plans
Starter
Tickets, SLA and escalation, customer portal, technician app
GrowthRecommended
Everything in Starter, and: sites and equipment, contracts (AMC), preventive maintenance, visits with checklist / photos / signature, quotes and billing
Business
Everything in Growth, and: parts stock and vans, purchase, work without signal, profitability reports
Enterprise
Everything in Business, with the limits, terms and messaging number agreed for your group.
Every plan includes all of the plan before it. Tell us your size and we will give you a figure. Talk to us to try it or to start.
| Feature | Starter | Growth | Business | Enterprise |
|---|---|---|---|---|
| Limits and what every plan includes | ||||
| What counts as an agent seat (replaces "back-office users") | technician, agent, team lead, service manager, helpdesk administrator | same | same | same |
| People who raise tickets; customers' portal logins | unlimited | unlimited | unlimited | unlimited |
| Entities (your own companies) | 1 | 3 | 10 | as agreed |
| Customer organisations served | unlimited | unlimited | unlimited | unlimited |
| Teams | 2 | 10 | unlimited | unlimited |
| Team email addresses that turn mail into tickets | 1 | 5 | unlimited | unlimited |
| Response-time (SLA) policies | 3 | unlimited | unlimited | unlimited |
| Customers' sites and equipment records | – | unlimited | unlimited | unlimited |
| Contracts (AMC) and preventive plans | – | unlimited | unlimited | unlimited |
| Vans (a stock location per technician) | – | – | one per agent seat | as agreed |
| Parts kept on the phone for work without signal | – | – | 300 | 300 |
| Back-office users (staff who run the product) | 3 | 10 | 25 | as agreed |
| App and portal users (the people you serve) | unlimited | unlimited | unlimited | unlimited |
| Storage for files, photos and documents | 2 GB | 10 GB | 50 GB | as agreed |
| Web address | a SmartMy address (yourname.smartmy….com) | + your own domain | + own domain | + own domain |
| Single sign-on (Microsoft / Google) | add-on | add-on | included | included |
| Getting started | self-start | self-start; guided set-up half price on a yearly plan | guided set-up included on a yearly plan | planned with you |
| Support | email, 2 working days | email and chat, 1 working day | + phone, 4 working hours | named contact |
| Backups kept (taken every day) | 7 days | 7 days + one up to 14 days old | 7 days + one up to 14 and one up to 30 days old | as agreed |
| A test copy of your data, to try changes safely | – | add-on | 1 included | included |
| Set-up | ||||
| Teams with members, a lead, working hours and holidays, and their own email address | (2 teams) | (10 teams) | ||
| Stages, including waiting stages that pause the clock; teams can have their own | ||||
| Kinds of issue as a tree, each with its team, priority, questions on the raise form and required photo | ||||
| Skills with levels on technicians | ||||
| Saved replies and tags | ||||
| Response times and escalation | ||||
| Policies by team, kind of issue, customer and tag, with targets per priority for first response and resolution | (3 policies) | |||
| Counted in working hours and holidays, or round the clock; waiting stages pause the clock | ||||
| Escalation steps at a percentage of the target: tell the team lead, the account manager or named people, reassign | ||||
| Arrival-on-site target, reached by the visit check-in | – | |||
| A contract's own response times and service hours, which win over the general ones | – | |||
| Customers, sites and equipment | ||||
| Customer organisations with their people, email domains, default team and account manager | ||||
| Sites with address, map position, contact, access hours and notes, areas inside the site | – | |||
| Equipment register: tag number, make, model, serial, warranty end, criticality, photo, full service history | – | |||
| Printable QR tags for sites and equipment; repeat-fault flag when the same unit keeps failing | – | |||
| Contracts (AMC) | ||||
| Cover by kind of issue, site and equipment; labour, parts, call-outs and after-hours work each free or billable | – | |||
| Each ticket marked covered, partly covered or billable; a team lead can override with a reason | – | |||
| Prepaid hours drawn down as work is approved, low-balance alert, hour packs the customer can buy | – | |||
| Contract fees invoiced each month, quarter, half-year or year | – | |||
| Renewal reminders; renewal proposed and accepted or declined by the customer online | – | |||
| Preventive maintenance | ||||
| Plans on a contract by equipment type or listed equipment, at intervals of days, weeks or months | – | |||
| One ticket per equipment or per site, raised ahead of the due date automatically or on demand | – | |||
| Raising a ticket | ||||
| Customer portal, the phone app, or entered by the office for a caller | ||||
| Email to a team address; unknown senders held for review, added under their email domain, or rejected | ||||
| Scanning the QR tag on a unit or a site opens the raise form with it filled in | – | |||
| Photos, video and voice notes, exact spot, visit window, "it is urgent" | ||||
| Possible duplicates offered first with "this affects me too"; staff merge and split | ||||
| Working a ticket | ||||
| Routing rules, then assignment by hand, in turn, to the least loaded or by skill; a lead technician and helpers | ||||
| Public replies kept apart from internal notes; a customer reply takes a waiting ticket back to work | ||||
| Sub-tasks for another team, shown on the parent ticket; links to a root-cause ticket | ||||
| Time: start / stop timer and manual lines, work types (normal, after hours, holiday, emergency, call-out, travel), lead approval | ||||
| Visits inside the ticket: planned window, customer confirms, on the way, check-in and check-out with position, no access, reminders | – | |||
| Checklists per visit or ticket (yes / no, number, reading with unit, text, photo), before and after photos | – | |||
| Materials used: bought by us, bought by the customer, supplied by the customer; costly ones need a service manager | – | |||
| Closing | ||||
| Resolution note and proof per kind of issue: customer signature, a four-digit closing code, or an after-photo | ||||
| Service report sent with the "solved" email and on the portal | ||||
| The requester confirms or reopens with a reason; auto-close after set days; follow-up ticket after the reopen window | ||||
| Rating 1 to 5 on closing; a low rating alerts the team lead | ||||
| Quotes, billing and purchase | ||||
| Estimate on the ticket sent as a quote; the clock pauses; accepted with a signature or declined online by the customer's approvers within their limit | – | |||
| Rule per kind of issue: quote always or above an amount; large quotes wait for a service manager | – | |||
| Approved time and materials billed at the customer's price list with contract discounts and markup; draft invoices; invoices on the portal | – | |||
| A ticket with unbilled work does not close unless a manager waives it with a reason | – | |||
| Purchase for a ticket: a request per vendor, the ticket waits for parts and resumes on receipt | – | – | ||
| Quotes above the limit, time and materials approved through approval chains (several levels) | – | |||
| Stock and vans | ||||
| A stock location per technician's van; parts taken from the van, then the team's store, then the warehouse | – | – | ||
| Parts issued on approval; unused parts returned; "Replenish Van" from the warehouse | – | – | ||
| Customer portal | ||||
| Ticket list and page with plain status, promised times, messages, confirm / reopen, rating; opens from the email link without a login | ||||
| The customer's admin invites and removes their own people, with roles; every change logged | (+ sites, quote limits) | |||
| Sites and equipment with service history, contract page with cover, prepaid hours and maintenance plans | – | |||
| With other SmartMy products | ||||
| Tickets raised from Feast, HRMS, Campus, VMS and Transit, with department or child filled inWith SmartMy FeastWith SmartMy HRMSWith SmartMy CampusWith SmartMy VMSWith SmartMy Transit | ||||
| Tickets raised from Facility and Hostel with the room filled inWith SmartMy FacilityWith SmartMy Hostel | – | |||
| Phone app | ||||
| Technician: queue with countdown, ticket with directions and call, timer, wait / resume, solve, closing code, signature | ||||
| Requester: my tickets, raise with photos, reply, confirm or reopen, rate | ||||
| Visit on the phone: visits of the week, check-in at the position, checklist, camera photos, signature pad, check-out | – | |||
| Work without signal | ||||
| Site work saved on the phone and sent later at its real time: check-in / out, checklist, photos, signature, timer, time and material lines, notes | – | – | ||
| Notifications | ||||
| Email to the customer (received, visit planned, on the way, solved, rating) and to-dos for the team (to assign, replied, escalated, low rating) | (+ quote, hours low, renewal) | |||
| Reports | ||||
| Tickets (response and resolution hours, first-time fix), promised times met per target, time by technician and work type, ratings by team and technician | ||||
| Materials by customer and source | – | |||
| Profit by customer, contract and kind of issue; contract profit (fees, billed work, cost to serve); van stock report | – | – | ||
| Technician utilisation: hours logged on tickets against the working hours due, per technician and day | – | – | ||
| Records | ||||
| Every change in the ticket history; customers never see internal notes or costs; time and material lines lock once invoiced | ||||
| Several companies | ||||
| Several of the customer's own companies in one set-up, with a team shared between them | – | (3) | (10) | (as agreed) |
| More in the product | ||||
| Ticket time copied to timesheets | ||||
| AI on tickets: summary, suggested reply, resolution draft, issue type and priority for emails (uses AI credits) | – | |||
| Wall screen for a TV by secret link (open, unassigned, SLA due and missed, technician load, who is on site, today's visits) and the same board in the app | – | |||
| Subcontractors: tickets given to outside firms; their people accept, visit, log time and materials from their own pages and the app | – | – | ||
| Tickets opened and answered over WhatsApp | – | – | ||
| Van stock in the technician app (what is in the van, parts taken, returns) | – | – | ||
| Staff chat | ||||
| Knowledge base: questions and answers by kind of issue and audience, searched and voted on, suggested on a ticket and sent to the requester, written from a solved ticket; on the portal and in the app | – | – | ||
Tell us your size and we will put the figure in writing.
Ask for a quote