02 — Capability · BC-450.10
Support Model & Entitlement
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.
- 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)
Realized by · 0
- No product in the catalog yet.
Used in · 2
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 3
- BC-450.10.10Support Tier DefinitionDefine the support levels on offer, what each includes and who qualifies, so every customer can be matched to exactly one.
- BC-450.10.20Service Level DefinitionSet response, update and resolution targets by tier and severity, and publish how severity is decided so it is not negotiated case by case.
- BC-450.10.30Entitlement VerificationConfirm at contact time what a customer is entitled to under contract, subscription or warranty before work is promised.