Support Contracts Overview #
Support contracts control customer access to downloads, updates, and support services.
How Support Contracts Work #
Support contracts can exist:
- Bundled with a license (both expire together)
- Separate from a license (lifetime license + annual support)
- Standalone (support-only product, no license)
Every License Gets a Support Contract #
Even if support level is “none”, this allows you to:
- Control who can download updates
- Track support incident usage
- Manage support renewals separately
- Offer upgrade paths to paid support
Support Contract Information #
| Field | Description |
|---|---|
| Contract Number | Unique identifier (SUP-00123) |
| Customer | Who owns the contract |
| Product | Which product it covers |
| License | Linked license (if any) |
| Support Level | none, basic, premium, enterprise, consulting |
| Status | Active, Expired |
| Expires | Expiration date |
| Auto-Renew | Whether it renews automatically |
Incidents Tracking #
| Field | Description |
|---|---|
| Included | Number of support incidents per year |
| Used | How many customer has used |
| Remaining | Available incidents |