Checking Support Eligibility #
Quickly verify if a customer has active support.
Quick Check Method #
- Go to DDLS > Customers
- Search for customer name/email
- Look at license list – each shows support status
Detailed Check Method #
- Click customer name
- Click Support Contracts tab
- See all contracts and their status
What to Look For #
| Status | Can Download? | Can Submit Tickets? |
|---|---|---|
| Active (basic+) | Yes | Yes |
| Active (none) | No | No |
| Expired | No | No |
Common Scenarios #
Customer Says “I Can’t Download” #
- Check support contract status
- If expired: Offer renewal
- If “none” level: Offer upgrade
Customer Submits Ticket #
- Verify active support (basic or higher)
- Check response SLA for their level
- Prioritize based on level
Customer Wants to Know Status #
- Find their support contract
- Share: Level, expiration date, incidents remaining