[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"cms-entry-glossary-entitlement-en":3},{"message":4,"data":5,"success":41},"OK",{"id":6,"entry_type":7,"locale":8,"slug":9,"title":10,"summary":11,"body":12,"blocks":13,"author_name":14,"published_at":15,"updated_at":15,"data":16,"category":14,"tags":17,"related":18,"alternates":31,"seo":36,"cover":14,"media":40,"preview":39},42,"glossary","en","entitlement","Entitlement","An entitlement defines the support a customer is entitled to under their contract: validity period, SLA and number of cases per period.","An **entitlement** is the scope of support a customer is entitled to under their contract. It usually consists of three things:\n\n- **Validity period:** Start and end date,\n- **Service level (SLA):** First-response and resolution times specific to this customer,\n- **Case allowance:** For example at most 20 support cases per month.\n\n## Why it matters\n\nAnswering 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.\n\n## Relationship to SLA\n\nAn SLA is a time commitment; the entitlement says **for which customer, until when and for how many cases** it applies. See [SLA](\u002Fen\u002Fglossary\u002Fsla).\n\n## In CRModular\n\nEntitlements 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](\u002Fen\u002Fhelp\u002Fsla-policies-and-support-cases).",[],null,"2026-10-06T22:11:35.957Z",{},[],[19,23,27],{"slug":20,"title":21,"summary":22,"entry_type":7},"activity","Activity","An activity is any piece of work done or planned for a customer record: a task, call, meeting or email.",{"slug":24,"title":25,"summary":26,"entry_type":7},"price-book","Price Book","A price book holds the selling prices and discount limits of products for a specific customer group or period.",{"slug":28,"title":29,"summary":30,"entry_type":7},"account","Account","An account is the CRM record for a company you do business with; contacts, deals, quotes and cases are linked to it.",[32,33],{"locale":8,"slug":9},{"locale":34,"slug":35},"tr","hizmet-hakki",{"title":37,"description":38,"canonical_url":14,"noindex":39,"og_image":14},"What Is an Entitlement in Customer Support? | CRModular Glossary","What is an entitlement? Validity period, customer-specific SLA and monthly case allowance for contract customers in support processes.",false,{},true]