Support Access Permissions #
These checkboxes control what features and services are available to customers with this support level. Use these to differentiate between Basic, Premium, and Enterprise support tiers.
Allows Support Tickets #
When CHECKED: Customer can open support tickets
When UNCHECKED: Customer cannot open tickets
Common usage:
- CHECKED for all paid support levels (Basic, Premium, Enterprise)
- UNCHECKED for “None” support level or self-service-only products
Allows Premium Content #
When CHECKED: Customer can access premium-only content
When UNCHECKED: No access to premium content
Use for:
- Premium tutorials, guides, or resources
- Advanced documentation
- Bonus materials
Priority Support #
When CHECKED: Customer flagged as priority in support queue
When UNCHECKED: Standard queue position
Use for:
- Premium and Enterprise support tiers
- VIP customers
- Customers paying higher prices
Dedicated Engineer #
When CHECKED: Customer assigned dedicated support person
When UNCHECKED: Normal support team rotation
Use for:
- Enterprise tier only
- Very high-value customers
- Custom support arrangements
Support Channels #
Checkboxes for available contact methods:
- Ticket System
- Live Chat
- Phone
Common configurations:
| Tier | Channels |
|---|---|
| Basic | Email, Ticket System |
| Premium | Email, Ticket System, Live Chat |
| Enterprise | All channels including Phone |
Response Time SLA #
Dropdown with options like:
- 24 hours
- 12 hours
- 4 hours
- 1 hour
Use this to promise and track response time commitments.
Included Incidents #
Number of support tickets/incidents included:
- Leave blank or 0 for Unlimited
- Set specific number for limited support
Related Topics #
- [Support Contract Settings](#)
- [Common Product Configurations](#)
- [Best Practices](#)