Support agreements and total maintenance contracts, finally on one system.
Total Maintenance & Repair Contracts (MARC), SLAs, availability and cost-per-hour agreements are where the money is — and where ERP's module architecture breaks down. ServiceCPQ configures them, prices them on lifecycle cost, and runs them as living contracts that validate entitlement, prevent leakage and renew themselves. Built to close that gap by engineers who hit the wall at Caterpillar.
ERP asset maintenance closes the loop. It doesn't.
We've spent 17 years inside SAP implementations at the world's largest mining equipment manufacturers. The failure pattern is always the same — the modules that should run a service contract were never designed to work together.
ERP modules don't talk at the contract level
Maintenance modules hold asset records, Customer Service and Sales handle service orders, Finance handles billing — none of them meet at the service-contract level. Total Maintenance & Repair contracts fall through the gap between them.
MARC contracts get reconciled by hand
For a complex underground mining MARC, coverage and consumption are reconciled manually across systems, so out-of-contract decisions get made on gut feel instead of live entitlement.
Priced on gut feel, not lifecycle cost
Multi-year cost and risk are estimated in spreadsheets. Margin erodes quietly because nobody models PM cycles, component wear and unplanned work before signing.
Entitlement drifts and disputes creep in
What's covered blurs over the life of the contract. Without real-time validation, out-of-scope labour and missing parts billing turn into goodwill and disputes.
SLA and availability blind spots
Response-time and uptime commitments are tracked manually, if at all — so breaches surface after the fact, not before they cost a penalty.
No live profitability view
Nobody sees which contracts actually make money until year-end, when it's far too late to act on the ones that don't.
Every long-term agreement, on one engine.
From a full-availability MARC to a cost-per-hour outcome contract — configured, priced and executed on the same commercial object.
Full-availability maintenance and repair contracts for mining and heavy equipment fleets — structured and priced against lifecycle cost, with unplanned work handled inside the contract.
Uptime and response-time commitments configured, tracked and billed automatically against actual performance.
Pay-for-outcome and guaranteed-availability agreements with risk and reserve modelled up front, not discovered later.
Usage-based contracts priced from operating hours, duty cycle and wear — the fragmented SAP + Excel + price-builder stack, replaced.
Scheduled PM agreements built from LCC cycle forecasts, so coverage and cadence match how the machine is actually used.
Coverage extensions priced from Monte Carlo reserve models, bundled at the point of machine or contract sale.
Contracts that execute themselves.
Legacy CLM tools store PDFs and expire quietly. ServiceCPQ turns every agreement into a living contract that drives daily service, billing and commercial decisions automatically.
Contracts are priced and structured using lifecycle cost models — forecasting PM cycles, predicting component wear and building confident pricing with full margin visibility.
Every service request validates in real time against active terms — coverage dates, usage limits, authorised service codes and dealer zones. Zero manual lookups, zero billing errors.
ServiceCPQ flags out-of-scope labour, missing parts billing and entitlement overruns the moment they happen — for immediate recovery instead of a year-end write-off.
Expiry is detected 30–90 days ahead, with AI-generated renewal quotes and usage-based upgrades sent before the customer looks elsewhere.
Know what every contract will cost — before it does.
The LCC engine models total cost of ownership across planned maintenance, unplanned failures, parts consumption and end-of-life — giving every contract a solid financial foundation.
Component wear rates adjust through infant, random and wear-out phases, so pricing and risk track actual equipment age.
Every contract is grounded in bill-of-materials cost structures — planned vs. unplanned ratios, lead times and parts margins.
Thousands of simulated failure scenarios compute optimal warranty reserves and contract risk buffers across the installed base.
Days-of-cover alerts and inventory signals feed into contract commitments, so you never promise availability you can't deliver.
One system for the whole contract lifecycle.
ServiceCPQ vs ERP modules.
Not a replacement for your ERP — a commercial layer that closes the gaps ERP's module architecture was never designed to bridge.
| Capability | ERP service modules | ServiceCPQ |
|---|---|---|
| Unified contract-to-lifecycle object | Separate maintenance, customer-service and finance modules | One object from asset in field to contract to cash |
| MARC & availability contract support | Manual reconciliation across systems | Native — including unplanned work inside the contract |
| Real-time entitlement validation | Manual lookups per service event | Automatic on every claim, part and visit |
| Lifecycle-cost-based pricing | Spreadsheet estimates | LCC engine — bathtub curve, BOM cost, Monte Carlo reserves |
| Revenue leakage detection | Discovered at year-end | Flagged in real time for immediate recovery |
| Cost-per-hour / usage-based billing | Home-grown price builder + Excel | Native CPH pricing and billing |
| Automated renewal & upsell | Manual, reactive | 30–90 days ahead with AI-generated quotes |
In active discussions with a top-two global mining equipment manufacturer’s underground hard-rock division to manage $10M+ Cost-Per-Hour contracts, replacing a fragmented stack of SAP, Excel, and a home-grown price builder.
Frequently asked questions
A MARC (Maintenance & Repair Contract) is a full-availability agreement where the OEM or dealer takes on the maintenance and repair of a fleet for a fixed commercial basis. ServiceCPQ manages the whole MARC lifecycle — configuration, lifecycle-cost pricing, entitlement validation, unplanned work inside the contract, billing and renewal — on one object.
ERP maintenance, customer-service and finance modules were never designed to meet at the service-contract level, so MARC contracts, lifecycle costing and unplanned work fall through the gap. ServiceCPQ isn't a replacement for your ERP — it's the commercial layer that closes those gaps, sitting on top of SAP, Oracle or your existing stack.
Yes. Cost-per-hour and outcome/availability contracts are priced from lifecycle-cost models — operating hours, duty cycle, component wear and Monte Carlo reserves — replacing the typical SAP + Excel + home-grown price-builder stack.
Every service event is validated in real time against live entitlement, so out-of-scope labour, missing parts billing and usage overruns are flagged the moment they occur — recovered immediately rather than discovered at year-end.
Yes. The LCC engine models total cost of ownership with bathtub-curve age modelling, BOM-level cost structures and Monte Carlo reserve prediction — so every contract is priced with margin visibility instead of a spreadsheet estimate.