SUPAGREEMENT: Support Agreement
Vendor support or warranty agreement covering IT assets, with SLA terms, renewal tracking, and covered asset inventory.
SUPAGREEMENT definition shipped with DemandFlow. Administrators can add, remove, rename, or re-type fields, change which ones are required, and alter the layout from the Definitions screen in Settings. Your tenant's current schema may differ from what is shown here. To read the current definition at any time, GET the DEFINITION object whose id matches SUPAGREEMENT.Entity properties
| Property | Value |
|---|---|
| Entity code | SUPAGREEMENT |
| Display name | Support Agreement |
| Plural | Support Agreements |
| Level | 50300 |
Use cases
Vendor support or warranty agreement covering IT assets, with SLA terms, renewal tracking, and covered asset inventory.
SUPAGREEMENT is referenced as an objectLookup from the ITASSET Warranty & Support panel and from TICKET. It represents a contractual agreement with a vendor for ongoing support, maintenance, or extended warranty. The General panel captures the agreement identity (name, reference number, vendor, support level via SUPLEVEL), status, and type (Warranty Extension, Maintenance Contract, Support Contract, Managed Service, SaaS Subscription). The Coverage panel defines what the agreement covers: start/end dates, auto-renewal flag, renewal lead time for proactive management, and the scope (Hardware Only, Software Only, Full Stack, On-site Support, Remote Support, Parts Only). SLA Terms capture the contractual obligations: response time, resolution time, availability percentage, and service hours. The Financial panel tracks annual cost, payment frequency, total contract value, and currency. The Covered Assets panel uses a relatedlist-style approach - since ITASSET has the supportAgreement objectLookup pointing back here, viewing which assets are covered is done by querying ITASSET records that reference this agreement. The Contacts section captures the vendor-side support contacts for escalation. Documents panel stores the actual contract PDFs.
Fields
Agreement Details
| Field | Type | Required | Notes |
|---|---|---|---|
name | text | Yes | Agreement Name. |
referenceNumber | text | Reference Number. | |
vendor | reference → VEN | Yes | Vendor. |
supportLevel | reference → SUPLEVEL | Support Level. | |
sla | reference → SLA | SLA Definition. | |
description | text (multi-line) | Description. |
Status & Type
| Field | Type | Required | Notes |
|---|---|---|---|
status | enum | Yes | Valid ids: 1 (Draft), 2 (Active), 3 (Expiring Soon), 4 (Expired), 5 (Cancelled), 6 (Renewed). |
agreementType | enum | Yes | Valid ids: 1 (Warranty Extension), 2 (Maintenance Contract), 3 (Support Contract), 4 (Managed Service), 5 (SaaS Subscription). |
coverageScope | enum | Valid ids: 1 (Hardware Only), 2 (Software Only), 3 (Full Stack), 4 (On-site Support), 5 (Remote Support), 6 (Parts Only). |
Coverage Period
| Field | Type | Required | Notes |
|---|---|---|---|
startDate | date | Yes | Start Date. |
endDate | date | Yes | End Date. |
autoRenew | enum | Valid ids: 1 (Yes), 0 (No). | |
renewalLeadDays | number | Days before expiry to start renewal | |
renewedFrom | reference → SUPAGREEMENT | Previous agreement this was renewed from |
SLA Terms
| Field | Type | Required | Notes |
|---|---|---|---|
responseTimeHours | number | Response Time (Hours). | |
resolutionTimeHours | number | Resolution Time (Hours). | |
availabilityPercent | number | e.g. 99.9 | |
serviceHours | enum | Valid ids: 1 (24/7), 2 (Business Hours), 3 (Extended Hours), 4 (Custom). | |
slaExclusions | text (multi-line) | SLA Exclusions. |
Financial
| Field | Type | Required | Notes |
|---|---|---|---|
annualCost | number | Annual Cost. | |
currency | reference → CURRENCY | Currency. | |
totalContractValue | number | Total Contract Value. | |
paymentFrequency | enum | Valid ids: 1 (Monthly), 2 (Quarterly), 3 (Semi-Annual), 4 (Annual), 5 (One-off). | |
purchaseContract | reference → PCON | The purchase contract this support agreement falls under | |
purchaseOrder | reference → PO | Purchase Order. | |
costCenter | text | Cost Center. |
Vendor Support Contacts
| Field | Type | Required | Notes |
|---|---|---|---|
primaryContactName | text | Primary Contact Name. | |
primaryContactEmail | text | Primary Contact Email. | |
primaryContactPhone | text | Primary Contact Phone. | |
supportEmail | text | General Support Email. | |
supportPhone | text | General Support Phone. | |
supportPortal | text | Support Portal URL. |
Internal Ownership
| Field | Type | Required | Notes |
|---|---|---|---|
owner | reference → user | Agreement Owner. | |
renewalOwner | reference → user | Renewal Owner. | |
notes | text (multi-line) | Notes. |
Attachments and additional panels
- Additional panels:
dashboard.
Relationships
- Lookups:
vendorpoints at aVENrecord;supportLevelpoints at aSUPLEVELrecord;slapoints at aSLArecord;renewedFrompoints at aSUPAGREEMENTrecord;currencypoints at aCURRENCYrecord;purchaseContractpoints at aPCONrecord;purchaseOrderpoints at aPOrecord. - Related lists:
NWPLATINSTvia stockRecord.
Creating a Support Agreement via the API
POST /v1/objects
Authorization: Bearer <your-pat>
Content-Type: application/json
{
"entity": "SUPAGREEMENT",
"level": 50300,
"comboKey": "SUB:<your-sub-id>|ENT:",
"name": "Example name",
"vendor": "",
"status": 1,
"agreementType": 1
} Listing Support Agreements
GET /v1/entities/SUPAGREEMENT/SUB