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Run every client's IT work from onboarding to invoice
A managed services provider runs a book of clients, each with its own agreements: onboarding projects, then ongoing support and improvement work. DAY ONE keeps that work on one record: support requests triaged in as tasks, hours logged to the task, work in progress reported by client and business unit, and the invoice. It is not a service desk or a monitoring tool.
From new client to invoice
One record follows each client from the first enquiry to the invoice, so delivery and finance work from the same facts across your whole book, by client or by business unit.
Win a client
A new client enquires, or an existing client asks for more. It becomes a client and an opportunity, with the work you propose and the engineers who could do it.
Billed: nothing yet.
How it worksAgree the scope and rates
Each piece of work is set up as fixed fee, milestone, time and materials or a retainer, with rates that start from your Price List and the Engagement Rate. A client can hold several agreements at once, such as an onboarding project and a fixed price support contract. After signing, an agreement is locked, and anything extra becomes a new contract.
Billed: the fee basis is agreed here.
Scoping and QuotingOnboard the client
Onboarding runs as a project: milestones, deliverables and tasks, each task with an owner, a due date and a priority. Engineers log hours from the task, and work waiting on the client or a supplier stays visible as blocked.
Billed: approved hours at the role rate, milestones once approved, and approved expenses.
Delivery and TimeTriage and deliver support work
Support requests are triaged into DAY ONE, where each becomes a task to log and track, with an owner, a due date and a priority. Engineers log their hours to the task, a manager approves them, and the hours count against the client's support contract, whether it is fixed price, a retainer or time and materials.
Billed: the support contract's fixed price or retainer, plus approved hours beyond it, on the client's cycle.
ResourcingReview across clients and bill
Work in progress is logged against all the work, onboarding and support alike, and reported by client and by business unit. On each client's cycle, a draft invoice is built from approved time, completed milestones and approved expenses. Finance reviews it, and the client's Invoice Level decides whether its onboarding and support work share one invoice.
Billed: milestones, hours and expenses in one invoice run.
Invoicing and WIPSend it and hand to accounting
The approved invoice goes to the client and across to your accounting system, which stays your ledger.
Billed: nothing further. The ledger carries it from here.
Integrations
Work onboarding and support tasks in one place
Onboarding milestones and triaged support requests all become tasks, each with an owner, a due date and a priority. An engineer finds the next task, opens its menu and chooses Log Time, so the hours start from the work. A task waiting on the client or a carrier shows as blocked, so the lead knows who to chase.
To do 4 tasks
- Order the firewalls and switches for the three clinics
- Build the standard switch configuration
- Draft the remote access cutover plan
- Support request: shared mailbox not syncing on the front desk PC
In progress 2 tasks
- Support request: reset multi-factor sign-in for a new starter
- Set up the new directory and user groups
Blocked 2 tasks
- Get the carrier's install date for the new fibre connection
- Receive the client's approved list of staff accounts
How each kind of work is billed
Each client can hold several agreements, and each agreement has its own basis, set when the work is scoped. Every kind goes through the same approvals and the same invoice run, client by client.
Fixed fee
Work with one agreed price, such as a site refresh. Time is still recorded against it, and the fee accrues in work in progress while the work runs, so Finance sees what is earned before it is billed.
Fixed price support
A support contract at an agreed price. Hours are logged to the support tasks and tracked against it, so you can see what each client uses.
Retainer
A client retains a set amount of support. DAY ONE tracks the unders and overs against it, and the additional work is billed on top.
Milestone
A project billed as it reaches a milestone, such as cutover and handover. The milestone's completion is approved, then it is billed.
Time and materials
Onboarding and support hours, logged to tasks, priced from the Price List and the Engagement Rate for each role. Approved hours are billed on the client's cycle: weekly, fortnightly, monthly or on a set day.
Expenses
Travel and other costs incurred on the client's work are approved as expenses, then billed on the same invoice run as the time and milestones.
Set up each client project as milestones and deliverables
Each project sits as a contract with its milestones and deliverables, each with its own status and value. In this example, an office network and cloud migration is one time and materials contract that moves from assessment through to handover.
Contract
- Office Network and Cloud Migration (000031.1)Active 28 Sep 2026 - 29 Jan 2027T&M - $200,000 (33%)
Milestone
- Assessment & DesignComplete 28 Sep 2026 - 16 Oct 2026$30,000 (100%)
- Network & IdentityOpen 19 Oct 2026 - 04 Dec 2026$80,000 (45%)
- Workload MigrationScheduled 07 Dec 2026 - 15 Jan 2027$70,000 (0%)
- Cutover & HandoverScheduled 18 Jan 2027 - 29 Jan 2027$20,000 (0%)
Deliverable
- Firewall & Switch RolloutIn progress 19 Oct 2026 - 20 Nov 2026$50,000 (60%)
- Directory & Access SetupIn progress 02 Nov 2026 - 04 Dec 2026$24,000 (25%)
- Remote Access Cutover PlanTo do 23 Nov 2026 - 04 Dec 2026$6,000 (0%)
Pick a situation from your own work
When .
What it means for each role at a managed services provider
Finance leaders: explain each client's invoice
A client's Invoice Level sets whether its work is invoiced by client, engagement or contract, with a per-contract override. Finance can say which engagement a line came from.
Operations and delivery: see which tasks are blocked
Every milestone breaks into tasks with an owner, a due date and a priority. Hours are logged from the task and approved before they are billed.
Owners and CEOs: add project work without a big programme
Quickstart begins with a named sponsor, a small core team and a defined scope, not a rebuild of how the whole firm bills.
Salesforce leaders: your service tools stay where they are
DAY ONE holds the commercial record for project work. Read how the product protects client data.
Questions from managed services leaders
Can't see your question? Ask us directly.
Is DAY ONE a service desk?
No. DAY ONE is not a service desk or a monitoring tool. Support requests are triaged into it as tasks to log and track, and it carries the commercial side of that work, from scope and time to the invoice.
Can one client's work be invoiced on its own?
The client's Invoice Level (client, engagement or contract) sets how work is grouped on an invoice, with a per-contract override. Ask us to show you with one of your clients.
Does it connect to our PSA, ticketing or RMM tools?
DAY ONE is not a service desk, PSA replacement or monitoring tool. It does not connect to ticketing or remote-monitoring tools today. It runs the commercial record for client work.
Do we need Salesforce already?
On Salesforce; works with your Salesforce org, or available as a bundled edition if you don't use Salesforce.
Do we have to replace our accounting system?
No. You keep your accounting system.
What does DAY ONE cost?
Pricing is per user per month, billed annually, by user type. From A$17 for a Consultant licence on DAY ONE for Salesforce, excluding GST. The calculator prices your mix. Pricing.
Walk through how you bill your clients
Tell us how each client's work reaches its invoice today, and where billing gets difficult.