Accounts and contacts

# Accounts and contacts

Every case is anchored to a customer **Account**, and cases are worked with that relationship visible, not looked up separately.

## Accounts

An account carries a **Name**, **Industry**, **Tier** (Strategic, Enterprise, Mid-Market, or SMB), a **Primary contact**, an **Account manager**, and an **Active** flag. Its related lists are **Contacts**, **Cases**, **Contracts**, and **Assets** — everything you need to see the account's full footprint from one record.

## Contacts

A contact belongs to an account and carries a **Name**, **Title**, **Email**, **Phone**, and **Active** flag. A contact's related lists are **Cases** and **Contracts**, so you can see every case a specific person at the account has raised.

## The customer 360 panel

Opening a case surfaces a customer-360 panel built from the case's account and contact: the account's **tier**, **industry**, and **account manager**; the contact's **email**, **phone**, and **title**; and a count of that account's **open cases** versus its **total cases**, so you know at a glance whether this is an isolated issue or part of a pattern. The panel also lists other **related cases** for the same account, and, when the case is tied to a **Product** or **Asset**, shows that item alongside it.

## SLA indicators

The panel tracks two SLA clocks per case — **response** and **resolution** — each showing a target window derived from the case's priority (tighter for Critical, looser for Planning), the time elapsed, and the time remaining. Each clock is in one of three stages: in progress, met, or breached. The response clock stops once the case leaves New; the resolution clock stops once the case reaches Closed (or Cancelled).

## Contracts and entitlements

A **Contract and Entitlement** record governs the SLA an account is entitled to. It carries an **Entitlement type** (Support Plan, Warranty, Maintenance, Managed Service, or Subscription), a **Service level** (Premium 24x7, Business 24x5, or Standard 8x5), **Coverage** (All Products, Named Products, Single Site, or Enterprise-wide), a **Contract value**, and a running count of **Cases entitled** versus **Cases used**. Its lifecycle runs Draft → Active → Renewed / Expired / Cancelled, with **Activate**, **Renew**, **Mark Expired**, and **Cancel Contract** actions gated to the states where each applies.

## Other account-level processes

Beyond individual cases, several processes track work at the account level: **Account Onboarding Cases** (and their tasks) for bringing a new account live, **Onboarding Cases** for tracking a specific product rollout, **Customer Success** plans for tracking account health and renewal risk, and **Major Issue Management** for coordinating a high-impact event across every case it touches (see [Cases](/launchpads/cs/cases/#major-case-escalation)). These are reachable from the list picker alongside Cases, Accounts, and Contacts.

Every case is anchored to a customer Account, and cases are worked with that relationship visible, not looked up separately.

Accounts

An account carries a Name, Industry, Tier (Strategic, Enterprise, Mid-Market, or SMB), a Primary contact, an Account manager, and an Active flag. Its related lists are Contacts, Cases, Contracts, and Assets — everything you need to see the account’s full footprint from one record.

Contacts

A contact belongs to an account and carries a Name, Title, Email, Phone, and Active flag. A contact’s related lists are Cases and Contracts, so you can see every case a specific person at the account has raised.

The customer 360 panel

Opening a case surfaces a customer-360 panel built from the case’s account and contact: the account’s tier, industry, and account manager; the contact’s email, phone, and title; and a count of that account’s open cases versus its total cases, so you know at a glance whether this is an isolated issue or part of a pattern. The panel also lists other related cases for the same account, and, when the case is tied to a Product or Asset, shows that item alongside it.

SLA indicators

The panel tracks two SLA clocks per case — response and resolution — each showing a target window derived from the case’s priority (tighter for Critical, looser for Planning), the time elapsed, and the time remaining. Each clock is in one of three stages: in progress, met, or breached. The response clock stops once the case leaves New; the resolution clock stops once the case reaches Closed (or Cancelled).

Contracts and entitlements

A Contract and Entitlement record governs the SLA an account is entitled to. It carries an Entitlement type (Support Plan, Warranty, Maintenance, Managed Service, or Subscription), a Service level (Premium 24x7, Business 24x5, or Standard 8x5), Coverage (All Products, Named Products, Single Site, or Enterprise-wide), a Contract value, and a running count of Cases entitled versus Cases used. Its lifecycle runs Draft → Active → Renewed / Expired / Cancelled, with Activate, Renew, Mark Expired, and Cancel Contract actions gated to the states where each applies.

Other account-level processes

Beyond individual cases, several processes track work at the account level: Account Onboarding Cases (and their tasks) for bringing a new account live, Onboarding Cases for tracking a specific product rollout, Customer Success plans for tracking account health and renewal risk, and Major Issue Management for coordinating a high-impact event across every case it touches (see Cases). These are reachable from the list picker alongside Cases, Accounts, and Contacts.

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