Answers to questions that come up most often. Each links to the module page with the full detail.
Access & roles
What are the main user roles?
Admin (full configuration and approvals), Super User (operational create/edit on most modules — their contracts go through department approval), End User (mainly viewing and reports), and the portal roles Supplier and Customer (self-service on their own records). Organisations can also define custom roles. See Roles & Permissions.
What is the difference between a system role and a custom role?
System roles ship with the platform. Custom roles are created per organisation under Organisation → Roles And Permissions, where granular permissions (Visibility, View, Add, Update, Delete, Approve, Self Listing) are assigned per module.
Is “Department Admin” a separate role?
No. It is an Admin who has been assigned responsibility for a specific department, so they receive that department’s approval requests and notifications.
How do suppliers and customers get access?
An Admin enables Supplier Login / Customer Login on the record. They then log into a portal that shows only their own data. See the Portal guide.
Contracts & statuses
What contract statuses are there?
Draft and Incomplete (not yet ready), Approval Pending / Rejected (in the approval workflow), Active (live, tracked), Passive (live, no SLA), Executory (start date in the future), Expired, and Concluded. See Contract.
Why is my contract stuck in Draft or Incomplete?
It is not yet complete. A contract needs an SLA assigned (or Use Master Contract SLA enabled) and a governance approver set. A sell-side contract also needs its linked invoice profile to reach Profile Completed.
What is the difference between Active and Passive?
Active is a live contract being tracked against SLAs (RAG is computed). Passive is a live contract with no SLA attached, so no RAG is calculated — it shows White.
What does “Executory” mean?
It is how an Outstanding contract is displayed — one whose start date is in the future, so it is not yet active.
Who can create and approve contracts?
Admins create and approve. A Super User can create a contract, which goes to Approval Pending for the department’s Admin. Once live, only an Admin can edit it; a Super User can edit only while it is Approval Pending or Rejected.
What happens when a contract reaches its end date?
If auto-renew is on and renewals remain, the system rolls the start/end dates forward and decrements the renewal count. Otherwise the contract becomes Concluded (if marked concluded) or Expired.
How do I change a live contract’s value or duration?
Raise a Contract Change Request (CCR) — for value or duration — which goes through review and approval before the change is applied. See Change Request.
RAG, SLA & performance
What do the RAG colours mean?
Green = on target, Amber = at risk, Red = breached, White = Passive (live, no SLA), Grey = Incomplete (cannot be evaluated yet). Blue appears only as a manual dashboard override.
Is RAG set manually?
No. You configure SLA thresholds and a scheduler computes the RAG automatically. Milestones can reset the colour at scheduled intervals so it starts fresh.
When does an SLA comparison pass?
A KPI comparison passes when KPI 1 is ≤ the target percentage of KPI 2, as configured on the SLA. See SLA.
Who can create SLAs and KPIs?
SLA and KPI creation is Admin-only. Super Users can assign existing SLAs to contracts but cannot create them.
Master / child contracts
How do I link contracts together?
On the contract’s Operational tab, tick Link to Master Contract and choose the master from the dropdown.
“Add value” vs “Include value” to the master — what is the difference?
Add Value to Master Contract adds this contract’s value on top of the master in dashboard totals. Include Value to Master Contract treats it as already part of the master’s value, so it is not counted again (prevents double-counting).
What does “Use Master Contract SLA” do?
The sub-contract follows the master’s SLA instead of having its own, so it can stay Active/Green without its own SLAs. When the master’s SLA breaches, the breach cascades to its active sub-contracts (RAG, penalty and escalation). This is one-directional — a sub-contract never changes the master.
Suppliers & customers
A new supplier I created is not active — why?
Suppliers created or edited by a Super User go to Pending and email the department’s Admins to approve. Admin-created suppliers are approved directly.
How do supplier compliance documents work?
Each document moves Pending → Accepted / Rejected, and becomes Expired once its expiry date passes. Admins accept or reject; documents within 30 days of expiry are flagged. See Supplier.
Do customers have the same approval workflow as suppliers?
No. Customers are created directly active and have no document accept/reject workflow — their Compliance tab tracks documents for expiry notification only.
What is an invoice profile?
A customer billing identity used when creating contracts; it carries an NDA. Statuses run Internal waiting → External waiting → Profile Completed (or Signature Declined / Error). A linked contract goes live only when the profile is Profile Completed. See Customer.
Signatures
Which e-signature provider is used?
The one configured under Organisation → Settings. It is used for contract documents, supplier MOUs and customer NDAs.
In the NDA flow, who signs first?
The Organisation’s designated signer first (status Internal waiting), then the invoice-profile recipient (status External waiting).
Where can I track what has been sent for signature?
In the Document Signature module.
Dashboard, reports & data
Why do my dashboard totals differ from the simple sum of contract values?
Master/child settings — children set to Include are not counted again — and status filtering (only certain statuses contribute to totals). See Dashboard.
Why is some data missing on the dashboard or Cost Tracker?
Much of it comes from connectors (e.g. Sage) on a schedule. If a connector has not synced, the related figures will not appear yet.
Can End Users build custom reports?
End Users can run predefined reports for contracts they can access. The broader ad-hoc Report Builder is available to Admins and Super Users. See Reports.