Exciting new features include

1. Service level agreement! It is now supported. Define your service level agreements in Admin. Use calendar time or business time to automatically set the due date on the service requests.

2. Billed hours. Billing reports are linked to service request history. Billed hours are tracked through this linkage. Deleting a billing report frees the billed hours.

3. Linked service requests.

4. Maintenance contracts management.