--- title: "Field Service Glossary: AMC, SAC, Dispatch | ServicePilot" description: "Field service glossary: 24 terms explained in plain language, from AMC and dispatch to SAC codes, GST invoices and receivables ageing." url: https://servicepilot.in/glossary/ canonical: https://servicepilot.in/glossary/ site: ServicePilot section: Resources updated: 2026-10-30 language: en-IN --- Glossary # Field service glossary: AMC and service business terms explained This glossary explains 24 terms used by AMC and field service businesses: contracts and visits, jobs and technicians, billing and GST, and running the business. Each definition is short and general; where ServicePilot handles the term, a link shows how. ## Contracts and visits ### What is AMC (annual maintenance contract)? A contract in which a service provider agrees to maintain a customer's equipment for a year, usually with a set number of preventive visits and a response commitment for breakdowns, in return for a fee. **In ServicePilot:** ServicePilot manages AMC plans, covered sites, visit schedules and renewals. [AMC Contracts in ServicePilot](https://servicepilot.in/features/amc-contracts/) ### What is Comprehensive AMC? An AMC that covers both labour and spare parts, with agreed exclusions. The provider carries the cost of replacing covered parts during the term. **In ServicePilot:** Record the coverage type on the contract. [AMC Contracts in ServicePilot](https://servicepilot.in/features/amc-contracts/) ### What is non-comprehensive AMC? An AMC that covers labour and routine service but not spare parts, which the customer pays for separately when needed. ### What is preventive maintenance? Scheduled service done before something fails, such as cleaning filters or testing a system, to reduce breakdowns. **In ServicePilot:** Visits are planned from the contract schedule. [Jobs & Scheduling in ServicePilot](https://servicepilot.in/features/jobs-and-scheduling/) ### What is breakdown call? An unplanned request to attend because equipment has stopped working or failed. It usually carries a response-time expectation. **In ServicePilot:** Log it as a service request with a priority. [Service Requests & Complaints in ServicePilot](https://servicepilot.in/features/service-requests/) ### What is SLA (service level agreement)? The commitments in a contract about service, such as how quickly the provider will respond to a call and how many visits are included. ### What is AMC renewal? Extending an AMC for another term before or when it ends. Renewing on time avoids a gap in coverage and keeps the revenue. **In ServicePilot:** The AMC renewals report lists what ends next. [Reports in ServicePilot](https://servicepilot.in/features/reports/) ## Jobs and technicians ### What is field service management (FSM)? Running work done at customers' premises: taking requests, scheduling and dispatching technicians, recording what was done, and billing for it. **In ServicePilot:** ServicePilot is field service management software. [All features in ServicePilot](https://servicepilot.in/features/) ### What is work order or job card? A record of one piece of work: the customer, site, the task, who does it and when. In ServicePilot this is a job. **In ServicePilot:** Every visit is a job with a status. [Jobs & Scheduling in ServicePilot](https://servicepilot.in/features/jobs-and-scheduling/) ### What is dispatch? Choosing which technician goes to which job and when, and changing the plan as the day changes. **In ServicePilot:** The dispatch board shows a lane per technician. [Dispatch Board in ServicePilot](https://servicepilot.in/features/dispatch-board/) ### What is no access? A visit where the technician reached the site but could not carry out the work because they could not get in. It is recorded so the visit can be rebooked. ### What is asset? A piece of equipment a service business maintains for a customer, such as an air conditioner, lift or purifier, with its model, warranty and service history. **In ServicePilot:** Assets are kept on the customer's site. [Customers, Sites & Assets in ServicePilot](https://servicepilot.in/features/customers-sites-assets/) ### What is first-time fix rate? The share of repair visits that solve the problem on the first visit, without a return trip. It is a common measure of technician and parts readiness. ### What is service checklist? A list of steps a technician follows on a visit, sometimes with photos required, so the standard of work is the same whoever attends. **In ServicePilot:** Industry templates include checklists per service. [Industry Templates in ServicePilot](https://servicepilot.in/features/industry-templates/) ## Billing and GST ### What is SAC (Services Accounting Code)? The code that classifies a service for GST. It is shown on a GST invoice next to the service. Maintenance and repair services have their own codes, so check the right one with your chartered accountant. **In ServicePilot:** Each service carries a SAC code. [GST Invoicing in ServicePilot](https://servicepilot.in/features/gst-invoicing/) ### What is GSTIN? The 15-character GST identification number of a registered business. It appears on invoices issued by and, where applicable, to a registered business. ### What is GST invoice? A tax invoice that shows the supplier's details, the recipient's details where required, a description of the service, its SAC code, the value, the GST rate and amount and a unique invoice number. **In ServicePilot:** Invoices are numbered in your own series. [GST Invoicing in ServicePilot](https://servicepilot.in/features/gst-invoicing/) ### What is receivables ageing? A report that groups unpaid invoices by how long they have been overdue, so the oldest dues are chased first. **In ServicePilot:** See the receivables ageing report. [Payments & Collections in ServicePilot](https://servicepilot.in/features/payments-and-collections/) ### What is credit note? A document issued to reduce or cancel part of a previous invoice, for example after a refund or a billing correction. ### What is purchase order (PO)? A document a business sends to a vendor to order goods at agreed terms. The goods are then received against it. **In ServicePilot:** Purchase orders and goods receipts are in inventory. [Inventory & Purchasing in ServicePilot](https://servicepilot.in/features/inventory-and-purchasing/) ## Running the business ### What is service due? A repeat service that is coming up for a customer, such as a filter change six months after the last one. **In ServicePilot:** The Service Due screen lists what is coming up. [Service Due & Reminders in ServicePilot](https://servicepilot.in/features/service-due-reminders/) ### What is branch? A separate location or team of a business, with its own technicians and customers, reported on its own and with the owner able to see all of them. **In ServicePilot:** Branches and roles control who sees what. [Branches, Roles & Access in ServicePilot](https://servicepilot.in/features/branches-and-roles/) ### What is role-based access? Giving each person access to the parts of the system their job needs, according to their role, and no more. **In ServicePilot:** Built-in roles and custom roles. [Branches, Roles & Access in ServicePilot](https://servicepilot.in/features/branches-and-roles/) ### What is technician turnover? How often technicians leave and are replaced. It is high in many service trades and is why late assignment of jobs matters. **In ServicePilot:** Assign late or let technicians take open jobs. [Dispatch Board in ServicePilot](https://servicepilot.in/features/dispatch-board/) Looking for a term that is not here? [Ask us](https://servicepilot.in/contact/), or read the [ServicePilot blog](https://servicepilot.in/blog/) and [FAQs](https://servicepilot.in/faqs/).