SUPPORTCONTRACT: Support Contract
Customer support contract defining SLA terms, coverage, and billing for ongoing helpdesk services.
SUPPORTCONTRACT 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 SUPPORTCONTRACT.Entity properties
| Property | Value |
|---|---|
| Entity code | SUPPORTCONTRACT |
| Display name | Support Contract |
| Plural | Support Contracts |
| Level | 52100 |
Use cases
Customer support contract defining SLA terms, coverage, and billing for ongoing helpdesk services.
SUPPORTCONTRACT tracks the agreement between the organisation and a customer for support services. The General panel uses a 3-column layout: left column for contract identification (name, reference number, description), middle column for status (Active/Expired/Pending/Cancelled with grid colours), contract type (Standard/Premium/Enterprise), date range, and auto-renewal flag, right column for customer linkage via CLIENT objectLookup, primary contact details, contract value, and billing frequency. The Terms & SLA panel captures the service level commitments: response and resolution time targets in hours, support hours coverage (Business/Extended/24x7), max monthly ticket allowance, coverage description, and exclusions. The Tickets relatedlist uses stockRecord on the supportContract field to show all SUPPORTTICKET records referencing this contract. The Assets relatedlist similarly uses stockRecord on supportContract to show SUPPORTASSET records covered by this contract. Activity and Files panels provide standard notes timeline and document attachments.
Fields
Contract Information
| Field | Type | Required | Notes |
|---|---|---|---|
ref | text | Contract ref.. Read only. | |
name | text | Yes | Contract Name. |
contractReference | text | Reference Number. | |
description | text (multi-line) | Description. |
Status & Type
| Field | Type | Required | Notes |
|---|---|---|---|
status | enum | Yes | Valid ids: 1 (Active), 2 (Expired), 3 (Pending), 4 (Cancelled). |
contractType | enum | Yes | Valid ids: 1 (Standard), 2 (Premium), 3 (Enterprise). |
startDate | date | Yes | Start Date. |
endDate | date | Yes | End Date. |
autoRenew | enum | Valid ids: 1 (Yes), 0 (No). |
Customer
| Field | Type | Required | Notes |
|---|---|---|---|
client | reference → CLIENT | Client. | |
contactName | text | Primary Contact. | |
contactEmail | text | Contact Email. | |
contractValue | number | Contract Value. | |
billingFrequency | enum | Valid ids: 1 (Monthly), 2 (Quarterly), 3 (Annually), 4 (One-time). |
SLA Terms
| Field | Type | Required | Notes |
|---|---|---|---|
slaResponseHours | number | Target time for first response | |
slaResolutionHours | number | Target time for resolution | |
supportHours | enum | Valid ids: 1 (Business Hours (9-5)), 2 (Extended (7-10)), 3 (24/7). | |
maxTicketsPerMonth | number | Leave blank for unlimited |
Coverage
| Field | Type | Required | Notes |
|---|---|---|---|
coverageDescription | text (multi-line) | Coverage Description. | |
exclusions | text (multi-line) | Exclusions. | |
contractNotes | text (multi-line) | Notes. |
Attachments and additional panels
- Activity timeline panel attached.
- File attachment on
file. Allowed types: *.
Relationships
- Lookups:
clientpoints at aCLIENTrecord. - Related lists:
SUPPORTTICKETvia stockRecord;SUPPORTASSETvia stockRecord.
Creating a Support Contract via the API
POST /v1/objects
Authorization: Bearer <your-pat>
Content-Type: application/json
{
"entity": "SUPPORTCONTRACT",
"level": 52100,
"comboKey": "SUB:<your-sub-id>|ENT:",
"name": "Example name",
"status": 1,
"contractType": 1,
"startDate": "2026-01-01"
}Listing Support Contracts
GET /v1/entities/SUPPORTCONTRACT/SUB