We are running into a similar problem all of the time with our contracts.

We sell a telephone and email support contract, with limits on either number of incidents or time-period. (e.g, level 2 support is unlimited incidents within office hours (8am/6pm)). However this level of support contract only covers email  and phone calls.

If customer wants a Webex, or for us to work remotely, they have to purchase hourly based units (1 unit = 1 hour).

So, when someone buys a level 2 contact, plus 10 hours, I need to enter a level 2 contract, as well as 10 hours of time based contract.

But, I need support centre plus to deduct time from the time based contract only when time entry type is "hands on" (or similar).

All other time "hands off" or "email" will be added to the unlimited contract.

Ideally, if a customer only has a level 2 contract, with no units, the engineer would not be able to log "hands on" time, as they don't have any units available.

Is anything like this possible?

Thanks,

Mike