FAQs: Support Plans | Zoho Desk

FAQs: Support Plans

1. What is a support plan?
A support plan is an official record that defines three things: what kind of support a client receives, when they receive it, and how it is delivered. It acts as an extension of the service-level agreement (SLA) that your organization signs with a client.
2. How do support plans, contracts, and SLAs work together?
A support plan is interlinked with a contract and an SLA. Each component serves a distinct purpose:
  1. Support Plan — Defines the type and scope of service (unlimited or ticket-based), the credit cycle (weekly, monthly, quarterly, yearly), and the credit limit (maximum number of tickets in a period).
  2. Contract — Defines the timeline until which the plan is valid. It includes the contract start and end dates, the associated account, product, and the support plan linked to it.
  3. SLA — Delineates measurable expectations for response and resolution times based on ticket severity. It provides accountability towards the client and recourse for unmet service obligations.
A support plan must always be linked to an SLA. A support plan can be associated with multiple contracts, but one contract can be associated with only one support plan at any given point. For example, a customer named Amber Automobiles could be associated with two contracts — one for a service and support contract valid for a limited period, and another for customer support and service with no end date — each with a different support plan and different terms and conditions.
3. Who can create and manage support plans?
Users who have the Manage Automation permission can create and manage support plans. This permission is required to access the Support Plan configuration under Setup > Automation > Support Plan, define plan types, set credit cycles and limits, and associate SLAs.
4. What are the two types of support plans available, and how do they differ?
There are two plan types:
  1. Unlimited — The service provider resolves an unlimited number of tickets within the contract period. There is no cap on the number of tickets. This is the default plan type for all existing active contracts.
  2. Ticket-based — The SLA is applied only to a specific number of tickets within the set time period. For example, 5 tickets/week or 20 tickets/month. The SLA will apply only to those 5 or 20 tickets respectively. Any remaining tickets beyond the credit limit will not adhere to the selected SLA.
The choice between these two types depends on the business model. For example, data storage and backup software might be given unlimited support service, while security products might be given a ticket-based plan with a defined number of tickets per year (e.g., 12 tickets/year).
5. How is support plan relate to an SLA?
While the SLA specifies measurable commitments such as response and resolution times, the support plan determines the overall framework — for instance, whether the client gets unlimited ticket resolution or a capped number of tickets within a given period. The two work together: the support plan sets the boundaries, and the SLA defines the quality of service within those boundaries.
6. What is the difference between a credit limit and a credit cycle?
A credit limit is the maximum number of tickets that will be addressed under the support plan's SLA terms. A credit cycle is the time frame within which that limit applies and renews. For example, if a plan specifies 100 tickets per week, the credit limit is 100 and the credit cycle is weekly. Once the cycle resets, the credit limit is replenished. These two parameters together allow businesses to control service delivery volume and timing in a way that aligns with their operational capacity and contractual obligations.
7. What happens when a customer exceeds their ticket-based credit limit within a cycle?
Once the upper limit is reached, additional tickets submitted by the customer will not automatically adhere to the SLA defined in the support plan. However, the organization can choose to handle these excess tickets on a charged basis, depending on factors such as the customer's request, the ticket type, and other parameters defined in the contract.
8. Can customers see how many tickets they have left in their current cycle?
Yes. The credit limit mechanism provides customers with real-time visibility into how many tickets they have already raised and how many remain in the current cycle. This transparency helps customers plan their support requests more strategically and reduces the likelihood of disputes about service entitlements.
9. How can support plans be tailored to product-specific warranty scenarios?
Consider a manufacturer that offers maintenance and support only for components still under warranty. A ticket-based support plan can be created with a credit limit — say, 25 tickets per week — paired with an SLA that defines response and resolution times based on ticket priority and product name. A contract is then created linking the account, the support plan, and the SLA.
Other accounts that purchased the same product can be associated with the same contract. This ensures that support is provided only for eligible products, within defined limits, and with clear SLA expectations — all without manual intervention for each ticket.
10. Can support plans be scaled based on the number of user licenses a customer has purchased?
Yes. This is particularly useful for cloud-based software companies where clients buy licenses proportional to their user base. You can create separate support plans for different license tiers — for example, 5 tickets per month for clients with 50–100 licenses, and 50 tickets per month for clients with 500+ licenses. Each plan is associated with an SLA that defines response and resolution targets appropriate to the license range. When a contract is created for an account, it is linked to the support plan that matches that account's license count, ensuring that larger clients receive proportionally greater support capacity.
11. How can support plans be used to differentiate service for high-value customers?
Customers can be classified using parameters such as revenue generation, current deal values, conversion rates, and engagement metrics. High-value clients can be offered premium support plans with longer credit cycles — for instance, 60 tickets per quarter with a 3-hour resolution commitment. Clients with average spending can be given a basic plan with a shorter cycle, such as 5 tickets per month. By aligning the credit cycle and limit with the customer's business value, organizations ensure that their most important clients receive the level of attention that justifies the relationship.
12. Can different products under the same account have different support plans?
Yes. Support plans can vary by product even within the same account. For instance, a data storage and backup product might come with unlimited support, while a security product is covered for one year of service. By creating distinct plans and associating them through contracts, organizations can ensure that each product receives the appropriate level and duration of support based on its specific terms.
13. What are the core building blocks of a support plan?
A support plan is composed of three essential elements. The plan type determines whether the client receives unlimited ticket resolution or a capped, ticket-based service. The service-level agreement (SLA) defines the measurable commitments — specifically response and resolution times — that the service provider guarantees. The credit cycle and credit limit establish the renewal period (weekly, monthly, quarterly, or yearly) and the maximum number of tickets covered within that period. Together, these three components define the full scope of what the client is entitled to and under what conditions.
14. What is the difference between an Unlimited plan and a Ticket-based plan?
An Unlimited plan allows the service provider to resolve an unrestricted number of tickets within the contract's validity period, with all tickets adhering to the associated SLA. A Ticket-based plan caps the number of tickets that will receive SLA-backed service within a defined credit cycle — for example, 5 tickets per week or 20 tickets per month. Any tickets submitted beyond that cap will not be governed by the SLA. The Unlimited type is the default for all existing active contracts that were created before support plans were introduced.
15. How to create a support plan?
To create a support plan

1. Navigate to Setup > Automation > Support Plan.
2. Click New Support Plan.
3. Provide a plan name, then choose the plan type — Unlimited or Ticket-based.
4. If you select Ticket-based:
  1. Specify the credit cycle (weekly, monthly, quarterly, or yearly).
  2. Specify the credit limit (the maximum number of tickets per cycle).
5. Select an SLA from the drop-down list, which displays all active SLAs available in the department.
6. Click Save.
16. How to link a support plan to a customer account?
A support plan is connected to an account through a contract.
Notes
Note: If Contracts module is not visible in the top bar, enable it via Setup > Customization > Modules and Tabs > Organize Tabs).
To create a support plan
  1. Navigate to the Contracts module from the top bar.
  2. Click Create a new contract or click +.
  3. Provide the contract information.
    1. Select the Department.
    2. Select the Contract Owner.
    3. Provide the Contract Name.
    4. Provide Contract Number.
    5. Select the Account Name.
    6. Select the Product Name.
    7. Choose the Contract Start Date.
    8. Choose the Contract End Date.
    9. Associate a Support Plan.
  4. Enter the description.
  5. Choose an agent on Whom to notify if a Contract Expiry Notification.
17. Can I modify the plan type, credit cycle, or SLA after a support plan has been linked to a contract?
No, Once a support plan is associated with a contract, three of its core attributes — plan type, credit cycle, and SLA — become locked and cannot be changed. This is by design, as these parameters form the basis of the contractual commitment to the client. If the business relationship evolves and different terms are needed, a new support plan would need to be created and associated with a new or revised contract.
18. Can a support plan be deleted after it has been associated with a contract?
No, Once linked to a contract, a support plan cannot be deleted. However, it can be discontinued, which means no new contracts can be associated with that plan going forward. Existing contracts that are already linked to the plan will continue to function as configured. This approach preserves the integrity of active service agreements while preventing the plan from being used for future commitments.
19. Where can agents and customers see the support plan and contract details associated with a ticket?
When a ticket is raised, the contract and support plan information can be viewed directly on the ticket's detail page. By clicking the Contract icon in the left panel, users can see comprehensive details about the contract — including its validity period — and the support plan that the ticket adheres to.
20. What happens if a customer has multiple contracts with different support plans?
A single account can be associated with multiple contracts, each linked to a different support plan. For example, an account might have one contract for a service and support plan that is valid for a limited period, and another contract for a customer support and service plan that has no end date. The terms and conditions — including plan type, credit cycle, and credit limit — can differ between these contracts. When a ticket is raised, the system associates it with the relevant contract and support plan, ensuring the correct SLA and credit limits are applied.
21. Can a single support plan be reused across multiple contracts?
Yes. While one contract can only be associated with one support plan, a single support plan can be linked to multiple contracts. This is useful when several accounts or customer relationships share the same service terms — for example, multiple clients who purchased the same product under identical warranty conditions. Instead of creating a separate plan for each, you can create one support plan and associate it with as many contracts as needed.
22. How to set up notifications to alert someone before a contract expires?
Yes. When creating or editing a contract, there is a Contract Expiration Notification section where you can specify whom to notify and how many days in advance the notification should be sent. This ensures that contract renewals or renegotiations can be initiated proactively, preventing any gap in service coverage for the customer.