Contracts are used to define and maintain an agreed level of service between a support center and its customers. Using contracts you can define the level of service offered to a specific account or product for a defined time period. According to a contract, the support center is required to reply to tickets from a specific account within a specified response time.
You can associate contracts to either products or accounts. Contracts can be associated one at a time and you can set reminders if you may need to be notified before contract expiry.
Using the Contracts feature in Zoho Support, you can do the following: