Managed IT support signup and billing workflow

How a customer signs up for a managed support package, how their devices can optionally be tracked as assets, and how recurring invoices are generated on a billing schedule without automatic card charging.

Beta · Last updated 18 July 2026

The business problem

Support plans with a setup fee and a recurring fee do not fit a simple one-off invoice, and without asset tracking, staff have no easy way to see a customer's equipment or past maintenance when a new support request comes in.

Business situation

Managed IT and support businesses sell ongoing support plans rather than one-off jobs, and often need to keep track of the customer's devices and their service history.

How KookaCRM solves it

KookaCRM's packages and subscriptions capability models the setup fee and recurring support fee, raising invoices automatically on a schedule. Customer asset management can optionally track the customer's devices and their maintenance history alongside the subscription.

Recommended KookaCRM setup

Build your support packages and options with any setup fee and recurring amount, and — where useful — register customer devices as tracked assets so service history is visible the next time that customer gets in touch.

Entry point and pricing model

Customer entry point: Package selection — the customer signs up for a support package publicly, or staff arrange one on their behalf.

Service pricing model: Subscription / recurring: an optional one-off setup fee followed by a recurring support fee billed on a schedule.

Suitable business types

IT support providers
Managed service providers (MSPs)
Website and hosting support businesses

How it works

Customer signs up for a managed support package, selected publicly or arranged by staff, then
Selection creates a lead, which staff turn into a customer agreement with setup and recurring fee terms, then
Customer accepts the agreement and pays the setup invoice, if the package includes one, then
Once the subscription activates, staff can optionally register the customer's devices as tracked assets, then
KookaCRM generates the next recurring invoice automatically on each billing date for the ongoing support fee, then
Customer pays each recurring invoice, then
Staff can raise additional one-off invoices for out-of-scope work, referencing the relevant asset where useful

Customer signs up for a managed support package, selected publicly or arranged by staff → Selection creates a lead, which staff turn into a customer agreement with setup and recurring fee terms → Customer accepts the agreement and pays the setup invoice, if the package includes one → Once the subscription activates, staff can optionally register the customer's devices as tracked assets → KookaCRM generates the next recurring invoice automatically on each billing date for the ongoing support fee → Customer pays each recurring invoice → Staff can raise additional one-off invoices for out-of-scope work, referencing the relevant asset where useful

Customer experience

Signs up for a support plan
Provides device or equipment details if asset tracking is used
Receives a new invoice each billing period
Can have service and maintenance history visible against their registered devices, where asset tracking is enabled

Staff actions

Build support packages and options in the catalogue
Manage customer agreements and subscriptions
Register and maintain customer assets, including warranty and maintenance history
Monitor recurring billing runs
Invoice out-of-scope work separately from the recurring support fee

What KookaCRM creates

Lead (from package selection)
Customer agreement
Subscription
Setup invoice, if applicable
Recurring billing schedule
Recurring invoices
Optional asset records with maintenance history

Payment flow

The setup fee, where applicable, is invoiced once. The ongoing support fee is invoiced automatically on the recurring billing schedule without automatic card charging. Customers pay each invoice through the tenant's configured payment method, which may include an online payment link via Stripe Connect.

Setup requirements

Ask your operator to enable packages/subscriptions and customer asset management
Build support packages and options, including any setup fee and recurring amount
Choose an activation policy for new subscriptions
Optionally set up asset templates for common device or equipment types
Connect Stripe Connect if you want recurring invoices payable online

Availability

Packages/subscriptions and customer asset tracking are beta capabilities that must be enabled for the tenant. Recurring invoices are generated automatically on schedule, but KookaCRM never charges a saved card automatically.

Business Solutions
IT support and managed services businesses
How IT support and managed service providers use KookaCRM for one-off callouts, project quoting and recurring support subscriptions, with optional tracking of customer devices and equipment.