At what point does the Support Contract info appear in the right-hand pane of the Request ticket?

Example: I have an Account “Cornerstone” that has been assigned an SLA and Contract. This Account has several Contacts associated with it. So these various Contacts submit requests. On one Request (one with an associated Account Contract), I can see the Contract details in the right-hand side when I am viewing the Request details. On others, the Contract name does not appear… even though the Contact works for the same Account.