Define Included and Excluded Work

The customer and operating outcome

Clarify plan boundaries before enrollment so customers and technicians share the same expectations. The plan must be understandable to the customer and deliverable by scheduling, dispatch, field, billing, and customer-service teams.

Plan controls

• Use the same scope, benefit, term, and pricing language across the website, agreement, office scripts, dispatch notes, field forms, and invoices.
• Avoid benefits that depend on unlimited capacity or undefined exceptions.
• Keep active-customer terms separate from future pricing or product changes.

Key checkpoints

• List included inspections, cleaning, adjustments, reports, and standard consumables.
• Identify repairs, access work, hazardous conditions, specialty testing, and third-party costs that remain separate.
• Explain how additional work is estimated and authorized.
• Use the same scope language in sales, agreements, dispatch notes, and field forms.

Implementation sequence

• Define the rule and the business owner.
• Document how the rule appears in customer communication and system records.
• Train office and field teams using realistic examples and exceptions.
• Test the workflow with a small account group before broad use.
• Measure completion, customer questions, cost, and retention impact.

Review evidence

• Agreement version and effective date.
• Customer authorization, covered assets, due visits, completed service, and open obligations.
• Revenue, delivery cost, discounts, cancellations, renewal outcomes, and service exceptions.