Setup 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 fees 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.

Import

In QuoteLogic, go to Tools → Import. Make changes in your file, then re-import to apply updates. Re-importing applies all your changes and replaces all existing data.

For more details on how imports work, see Import.