February 2026 Product Update

Mileage Policy Automation for Warranty Claims

We are excited to announce the release of Mileage Policy Automation, a new enhancement to ServiceWorks handling warranty claims and OEM billing.

Mileage billing has often been inconsistent because it relies on manual checks and dispatcher judgment. This can cause OEM disputes, audit problems, and lost revenue. The new feature automatically calculates travel charges using clear, configurable rules, making the process accurate and audit-ready.

Note: Actual mileage calculation remains unchanged. It is still captured via GPS from Enroute to Arrive and continues to be used for technician reimbursement, internal reporting, and performance analytics.

The Mileage Policy calculates a service travel surcharge when a job is created or dispatched. The same logic applies to:

OEM warranty claim billing
Internal warranty reimbursement

How the Mileage Policy Works?

In summary the Mileage Policy operates using the following settings:

1. Trip Type
The trip type is defined by program settings — not dispatcher input.

Supported options:

One-way
Round trip

2. Service Tiers (Optional)
Mileage charges are based on configurable tiers (Tier 1, Tier 2, Tier 3, etc.).
Each tier includes:

A tier name
Distance range
Tech Fee Amount

The system determines the tier automatically by:

Calculated distance

Distance can be calculated from the company headquarters, or technician home base.

3. Automatic Calculation

When a job is created or dispatched, the system automatically:

Identify Policy First
Determines one-way or round-trip distance
If tier is defined or not

The final mileage charge depends on whether the ‘All Assigned Techs’ toggle in Mileage Policy screen as marked in the following image is turned ON or OFF. In other words, it determines whether the mileage is calculated for all assigned technicians or only for a single technician.

The following scenarios may apply:

Scenario 1:
Mileage charge is calculated for All Assigned Techs and Tier is defined :

Mileage Charge = Base Fee + Incremental Fee + (Additional Techs Fee X Number of Additional Techs)

Scenario 2:
Mileage charge is calculated only for Single Tech and Tier is defined:

Mileage Charge = Base Fee + Incremental Fee

Scenario 3:
Mileage charge is calculated for All Assigned Techs and Tier not defined :

Mileage Charge = Base Fee + (Additional Techs Fee X Number of Additional Techs)

Scenario 4:
Mileage charge is calculated only for Single Tech and Tier is not defined :

Mileage Charge = Base Fee

For every job, the system stores:

Base fee
Trip type
Technician count
Technician surcharge
Final mileage charge
Selected tier(Optional)

Basic Configurations

All rules are configured centrally through

Configuration → Job Settings → Mileage Policy

Mileage Program

In this tab, you need to configure the following settings to create a specific Mileage Policy.

Program Name: Enter the name of the mileage policy program.
This name helps identify which mileage rule set is applied to a specific manufacturer, contract, or service program.
Manufacturer: Selects the OEM/Manufacturer for which this mileage policy will apply. All jobs created under the selected manufacturer will use this mileage calculation rule for warranty billing and invoicing.
Location Type: Specify the starting point used to calculate travel distance to the customer location. The available options are Company HQ and Technician Home Base.
Trip Type Rule: Select how travel distance is interpreted for billing. The available Options are as follows:
One-Way – mileage is calculated only for travel to the customer location.
Round Trip – mileage includes travel to and return from the service location.

All Assigned Techs: When this toggle is turned ON, more than one technician may be associated with the job in addition to the primary technician. You must specify the Additional Tech Fee Amount.

Base Mileage Fee($): The value entered in this field defines the base mileage charge applied.
Effective Start Date: Enter the date from which this mileage policy becomes active. Jobs created or dispatched on or after this date will use this policy.
Effective End Date: Enter the date until which the mileage policy remains valid. After this date, the system will stop applying this policy and will use another active policy, if available. If it is left blank then it will consider that the policy will never end.
Additional Tech Fee Amount: When All Assigned Techs toggle is ON, then specify the Additional Tech Fee Amount for more than one technician. It can be calculated in two ways – Flat($) and % of Base. For example you can add say 12 percent of the base mileage charge or directly add 12$ per additional technician.

Tier Definition

This tab in the Milage Policy screen is used to define the rules for a specific mileage tier. This is optional. For each tier band it determines how the mileage charge is calculated when a job falls within that range.

Add Tier

On clicking this button the following window will open.

Tier Name: Enter a descriptive name for the tier (for example: Tier 1 – 1 to 10 miles). This name appears in the job record and helps identify which mileage bracket was applied during billing and audits.
Distance From: The starting distance of the tier range. If the calculated distance to the customer location is greater than or equal to this value, the job becomes eligible for this tier.
Distance To: The maximum distance covered by the tier.
If the calculated distance falls within the Distance From and Distance To values, the system assigns this tier to the job.

(Note: Distance is calculated from the configured location type such as Company HQ, or Technician Home Base.)

Increment Amount: Defines the additional fee applied for this tier relative to the base mileage fee configured in the Mileage Program.

This allows pricing to gradually increase as travel distance increases instead of creating separate standalone fees for each tier.

Benefits

Eliminates manual mileage calculations
Reduces dispatcher decision dependency
Standardizes OEM warranty billing
Prevents under-billing and over-billing
Improves audit readiness
Speeds up claim approvals
Provides transparent customer surcharges

The following are some example use cases.

Let us consider:

Base Fee = $100
- Tier Increment = $5
- Base Tier Charge = $105

Example 1: Single Technician (No Surcharge)

Parameter	Value
Technicians Assigned	1
Additional Fee Basis	None
Calculation	105 + (0 × fee)

Total Mileage Charge = $105

Explanation: Since only the primary technician is assigned, no additional technician fee is applied.

Example 2: Two Technicians (Flat $10 Per Additional Technician)

Parameter	Value
Technicians Assigned	2
Additional Fee Basis	Flat $10
Calculation
Additional Tech Count	(2-1)=1
Additional Fee	1 × 10 = $10
Total Mileage Charge	(105 +10)=$115

Explanation: Since one additional technician is assigned at flat $10 rate, so additional technician fee of $10 is applied.

Example 3: Two Technicians (10% of Base Fee)

Parameter	Value
Technicians Assigned	2
Additional Fee Basis	10% of Base Fee
Calculation
Additional Tech Count	(2-1)=1
Additional Fee	1 × 10 = $10
Total Mileage Charge	(105 +10)=$115

Explanation: Since one additional technician is assigned at 10% of base rate (10% of $100), so additional technician fee of $10 is applied.

Example 4: Three Technicians (Flat $10 Each Additional Technician)

Parameter	Value
Technicians Assigned	3
Additional Fee Basis	Flat $10
Calculation
Additional Tech Count	(3-1)=2
Additional Fee	2 × 10 = $20
Total Mileage Charge	(105 +20)=$125

Explanation: Since two additional technician is assigned at flat $10 rate (10% of $100), so additional technician fee of $20 is applied.

Where you can see the calculated mileage charge and where you can claim and receive the mileage charge?

While creating a Warranty Job, if a Mileage Policy is configured, you must select the appropriate OEM in the Part Billing section. After the OEM is selected, click Re-Calculate button. The mileage charge will be automatically calculated and displayed.

Note: If you consider changing the OEM, the Mileage Policy policy will change. You require to again click the Re-Calculate button.

The total miles covered will be calculated based on the configured travel source:

From the Company Headquarters to the Customer location and back, or
From the Technician’s Home Base to the Customer location and back, depending on the system configuration.

To claim and receive the mileage payment, you must submit it through the Warranty Claim (OEM Claims/Receivable) process, where the amount will be billed to the respective OEM and received under Warranty Claims Receivable.

After that Go to Jobs > Warranty Claims. You can view Mileage Charge under Other Details column.

Now submit the claim.

Next go to Warranty Claim Receivable screen. Filter vendor type by OEM and search. In the data grid click three dots icon and and then click Payment.

Now your mileage payment can be viewed.

Core Principle

These mileage charges are for warranty use only. They are tied to labor billing. If the address details change, click on “Recalculate” button to update mileage. Mileage fields are editable based on your needs. Please save before submitting claim.
The Manufacturer (OEM) is responsible for paying the warranty claim.
The OEM is the Warranty Claims Receivable party, not Service Power (or any dispatch platform).

Update in Sales Accounting Report

In the Sales Accounting Report, you can enter the account number to generate the report. The commission payable will be displayed, and you can export the report as a CSV file or print it for your records.

Added the ability to assign messages to someone and create task

In the Customer section , the Cross “X” icon is removed and is instead moved under the three-dot menu you can delete and create a task and Previously, in the Customer section, we displayed the close (X) icon. Now, since we have introduced the Create Task feature directly within the Customer section, both options have been moved under the three-dot menu.

When the user clicks on the three dots, it opens a dropdown menu.

From there, selecting Create Task will open the task creation pop-up, allowing the user to create a new task directly from the Customer section.

After creating task it will be in the Task window.

If any message comes then it shows the bubble. If you click the bubble the message window will open.

New legend ‘TIME WINDOW’ added in appointment reminder.

It will add a two hour time window in the ticket.
So suppose here 10:30 AM to 1:30 PM is the time range and the assigned time is 10:30 then it will show 9:30 to 11: 00.