An entitlement is the scope of support a customer is entitled to under their contract. It usually consists of three things:
- Validity period: Start and end date,
- Service level (SLA): First-response and resolution times specific to this customer,
- Case allowance: For example at most 20 support cases per month.
Why it matters
Answering a customer with a maintenance contract as slowly as one without either upsets the contract customer or devalues the contract. Entitlements record who receives which level of service and make overuse visible.
Relationship to SLA
An SLA is a time commitment; the entitlement says for which customer, until when and for how many cases it applies. See SLA.
In CRModular
Entitlements are defined per account: a linked SLA policy, a start and end date and a monthly case allowance. If an account has a valid entitlement, its SLA takes precedence over the priority policy. Details: SLA policies and support cases.