Configure Support Rules

Support Rules work in combination with your Pricelist. When a product has auto_support: true, these rules determine how support is generated. Support Rules define how support is automatically added and priced in your quotes.

Using a configuration file, you control which support programs apply, how they are priced, and how support part numbers are generated.

• Which support programs exist (capex, opex, services, cloud)
• How support is priced (percentage of root product)
• How support part numbers are generated (prefix or suffix)
• Which support option is selected by default

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Routing Rules

When a product has auto_support: true, QuoteLogic routes it to a support rule based on its expenditure and category.

Note: auto_support is only applied to capex and opex items. One-time payments (otf) are ignored.

Example Rule

Below is an example configuration showing four support programs and their tiers:

[
	{
		"id": "support_products_capex",
		"subscription": "annual",
		"tiers": [
			{ "type": "Standard Support", "value": 0.15, "affix": "S", "position": "suffix", "selected": true },
			{ "type": "Advanced Support", "value": 0.2, "affix": "A", "position": "suffix", "selected": false },
			{ "type": "Premium Support", "value": 0.25, "affix": "B", "position": "suffix", "selected": false }
		]
	},
	{
		"id": "support_products_opex",
		"subscription": "monthly",
		"tiers": [
			{ "type": "Standard Support", "value": 0, "affix": "", "position": "suffix", "selected": true },
			{ "type": "Advanced Support", "value": 0.1, "affix": "A", "position": "suffix", "selected": false },
			{ "type": "Premium Support", "value": 0.15, "affix": "A", "position": "suffix", "selected": false }
		]
	},
	{
		"id": "support_cloud",
		"subscription": "monthly",
		"tiers": [
			{ "type": "Standard Support", "value": 0, "affix": "", "position": "suffix", "selected": true },
			{ "type": "Advanced Support", "value": 0.1, "affix": "A", "position": "suffix", "selected": false },
			{ "type": "Premium Support", "value": 0.15, "affix": "A", "position": "suffix", "selected": false }
		]
	},
	{
		"id": "support_managed_services",
		"subscription": "monthly",
		"tiers": [
			{ "type": "Standard SLA", "value": 0, "affix": "", "position": "suffix", "selected": true },
			{ "type": "Advanced SLA", "value": 0.1, "affix": "A", "position": "suffix", "selected": false },
			{ "type": "Premium SLA", "value": 0.15, "affix": "A", "position": "suffix", "selected": false }
		]
	}
]

File Structure

The Support Rules file is an array of rule objects. Each rule defines a support program and applies the rule to products with auto_support enabled.

Each rule contains three required keys:

• id is a fixed identifier for the support rule. This value is required and must be one of:
  • support_products_capex
  • support_products_opex
  • support_cloud
  • support_managed_services
• subscription defines how the generated support item is billed. This value is required and must be one of:
  • monthly
  • annual
  • prepaid:<months> (e.g. prepaid:12)
• tiers: Defines the available support options presented during quoting. You control how many tiers exist. Each tier represents one selectable support option.

Tier Properties

Each rule defines a set of selectable support tiers (e.g. Standard, Advanced, Premium) that appear during quoting. Each tier must include the following fields:

• type: Display name shown in the UI (e.g. Standard Support, Premium Support).
• value: Support price expressed as a percentage of the base product price. Example 0.15 = 15%.
• affix: Alphanumeric characters appended to the generated support part number.
• position: Determines where the affix is applied to the root part number (prefix or suffix).
• selected: Controls the default support option selected in the UI. Only one tier may have selected set to true.

Note:

• If value is empty, QuoteLogic uses 0.
• If affix is empty, QuoteLogic uses S as the default support affix.
• If position is empty, QuoteLogic uses suffix.

Example: if the root part number is ABC123, an empty affix and empty position will generate ABC123S.

When your file is ready, see Uploads on how to load it into QuoteLogic and what happens to your existing data.