{"version":"0.2.0","built_at":"2026-10-10T20:58:14.188Z","license":"CC BY 4.0 © Mike Reams","canonical":"https://catalog.mikereams.com","capability":{"id":"BC-450.10","name":"Support Model & Entitlement","level":2,"parent_id":"BC-450","l1_id":"BC-450","industry":"cross-industry","macro_id":"MC-40","path":["Customer Service","Support Model & Entitlement"],"description":"Decide what support each customer segment receives, by which channels, at what response and resolution targets, and at what price, so expectations are set before the first call.","aliases":["Support Tiers","Service Entitlement","Support Policy"],"in_scope":["Support tiers and what each includes","Service level targets by tier and severity","Entitlement checks against contracts and warranties","Support hours and channel availability"],"out_of_scope":["Pricing of support plans (see BC-470)","Service offering design as part of the product (see BC-560)"],"csdm_note":null,"status":"active","successor_id":null,"child_ids":["BC-450.10.10","BC-450.10.20","BC-450.10.30"]},"crosswalk":{"realized_by":[],"used_in":[{"vs_id":"VS-20","vs":"Lead-to-Cash","stage_id":"VS-20.40","stage":"Fulfill & Deliver","order":4,"via":null},{"vs_id":"VS-50","vs":"Idea-to-Product","stage_id":"VS-50.50","stage":"Prepare to Launch","order":5,"via":null}],"patterns":[],"stacks":[],"books":[]},"ancestors":[{"id":"BC-450","name":"Customer Service","level":1}],"children":[{"id":"BC-450.10.10","name":"Support Tier Definition","level":3,"child_count":0},{"id":"BC-450.10.20","name":"Service Level Definition","level":3,"child_count":0},{"id":"BC-450.10.30","name":"Entitlement Verification","level":3,"child_count":0}]}