SUPLEVEL: Support Level
Support tier classification defining response times, service hours, and entitlements for support agreements.
SUPLEVEL 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 SUPLEVEL.Entity properties
| Property | Value |
|---|---|
| Entity code | SUPLEVEL |
| Display name | Support Level |
| Plural | Support Levels |
| Level | 50350 |
Use cases
Support tier classification defining response times, service hours, and entitlements for support agreements.
SUPLEVEL is a lookup entity referenced by both ITASSET (supportLevel field) and SUPAGREEMENT (supportLevel field). It defines the service tier (e.g., Platinum, Gold, Silver, Bronze, Basic) with associated SLA targets. Unlike a simple name/description lookup, it includes default SLA metrics so that when a support level is assigned to an agreement, the expected response and resolution times are pre-populated. The responseTimeHours and resolutionTimeHours fields provide default targets that agreements can override. Service hours and availability percentage round out the SLA picture. The sortOrder field controls display ordering in dropdowns and reports. This entity uses the complex view because it has enough fields to warrant a proper form layout, but remains lightweight compared to the full entities.
Fields
Support Level
| Field | Type | Required | Notes |
|---|---|---|---|
name | text | Yes | e.g. Platinum, Gold, Silver, Bronze, Basic |
description | text (multi-line) | Description. | |
sortOrder | number | Sort Order. | |
active | enum | Yes | Valid ids: 1 (Yes), 0 (No). |
Default SLA Targets
| Field | Type | Required | Notes |
|---|---|---|---|
responseTimeHours | number | Response Time (Hours). | |
resolutionTimeHours | number | Resolution Time (Hours). | |
serviceHours | enum | Valid ids: 1 (24/7), 2 (Business Hours), 3 (Extended Hours), 4 (Custom). | |
availabilityPercent | number | e.g. 99.9 | |
includesOnsite | enum | Valid ids: 1 (Yes), 0 (No). | |
notes | text (multi-line) | Notes. |
Relationships
No declared relationships in the default definition.
Creating a Support Level via the API
POST /v1/objects
Authorization: Bearer <your-pat>
Content-Type: application/json
{
"entity": "SUPLEVEL",
"level": 50350,
"comboKey": "SUB:<your-sub-id>|ENT:",
"name": "Example name",
"active": 1
}Listing Support Levels
GET /v1/entities/SUPLEVEL/SUB