Limited time50% off your first three months·Through September 30
run a call.
Glossary

HVAC software, in plain English.

The terms that come up when you're comparing platforms, defined by people who've sat in the dispatcher's chair. Looking for how-to guides instead? Read the articles →

Callback Rate

Callback rate is the percentage of completed service calls that require a technician to return within a defined window — typically 30 days — because the original repair failed or the issue was misdiagnosed. A callback costs the shop a truck roll, unbilled labor, and a damaged customer relationship.

Dispatch Board

The dispatch board is the real-time visual overview a dispatcher uses to see every open job, every technician's location and status, and every unassigned call — all on one screen. In modern field-service software it replaces the whiteboard or spreadsheet that used to hang on the shop wall.

Early termination fee

A penalty charge a software vendor collects when you cancel a multi-year contract before its end date. In HVAC field service software, early termination fees (ETFs) typically run $39,000–$46,000 and are buried in the master service agreement.

Flat Rate Pricing

A pricing model where a customer pays one fixed price for a service, regardless of how long the technician takes to complete the job. In HVAC, flat rate pricing replaces time-and-material billing with predetermined prices pulled from a pricebook.

Good-Better-Best

A tiered pricing presentation method where technicians show customers three options — a base repair or install, a mid-tier upgrade, and a premium choice — at the kitchen table or point-of-sale, increasing average ticket and close rate by anchoring buyers on value rather than cost.

Kitchen Table Presentation

The moment a comfort advisor or technician sits across from a homeowner — usually at the kitchen table — to present equipment options, pricing, and financing. Close rate and average ticket live or die in this conversation.

Pricebook

A pricebook is a structured catalog of flat-rate prices for every service, repair, and part a residential HVAC shop sells — used by technicians at the kitchen table to quote and close jobs without calling the office for a number.

ServiceTitan contract

A multi-year software subscription agreement between ServiceTitan and an HVAC shop, typically running 1–3 years with annual price escalation clauses and early-termination fees (ETFs) ranging from $39,000 to $46,000.