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This guide is for company users and MSP staff. It shows how to read the balances on an agreement, and what the progress bar and messages mean.

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Before you start

  • You need the read agreements permission.
  • Balances are copied from the PSA. This view is read-only. You cannot edit or top up a balance here.
  • Check the units first. An agreement can track hours, incidents, or money.

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Read the current balance

1

Open the agreement

Click Agreements or Contracts in the sidebar, then click the agreement’s row.
2

Click the Balances tab

The tab name shows how many balance rows exist, for example Balances (3).
3

Find the Current section

Rows marked Current are the active period. Each shows its dates, an hourly rate when the PSA supplies one, and the remaining balance. As of at the top shows when the balance data last synced. It is not live usage tracking.
4

Read the units and the bar

The text tells you what is left. When a purchased total exists, the filled part of the bar shows usage. Amber means less than 25% remaining. Red means the balance is below zero. A negative value is shown, not hidden.
The list also shows an Hours Remaining column for current balances. The panel shows each period in full, so use it for the breakdown.

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Read past periods

1

Scroll to History

Past rows are grouped by year, with the number of periods for each year.
2

Read each period

Each row is marked Past and has its own dates and balance. Do not add a past balance to the current one unless your MSP confirms the agreement carries it forward.
If Some details could not be loaded appears, the panel may show only the list’s current summary. The history may be incomplete until that is fixed.

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Report a problem with a balance

Send your MSP the agreement name, the period, the units and balance you see, and the As of time. Ask them to check recent time entries and the PSA’s balance calculation. Do not assume a missing row means unlimited coverage.

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Troubleshooting

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Frequently asked questions

No. Zero, missing data, and Unlimited are three different states.
The filled part shows usage. The text beside it shows what remains.
No. Ask your MSP to change it in its service or billing system.