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Because the contract is a PDF in a folder and the support tool has no idea it exists. An agent facing an out-of-hours request either guesses or asks in a channel, and the answer varies by who replies.
The customer learns this quickly. Persistence becomes a support strategy, and the team resents it without being able to point at a rule.
The support terms sit on the same customer record Flow sold to: hours of cover, response targets, included contacts and what falls outside. A ticket inherits them, so the clock and the routing follow the contract.
Out-of-contract work is recorded as such rather than refused or quietly absorbed, and can reach an invoice in Books instead of disappearing.
The agent stops adjudicating. The ticket shows the entitlement, and the conversation is about the problem rather than about what the customer is owed.
Renewal conversations in Flow start from evidence: what was used, what was out of scope, and what the support cost to deliver.
It will not refuse to help someone. It records that a request is out of contract; whether to help anyway is a human decision, made visibly and once.
It also does not price support. Books holds the commercial terms; Desk reads them.
Nothing here is an integration. Each line is two products reading the same record from different sides.
The support terms sit on the same customer record Flow sold to: hours of cover, response targets, included contacts and what falls outside. A ticket inherits them, so the clock and the routing follow the contract.
The agent stops adjudicating. The ticket shows the entitlement, and the conversation is about the problem rather than about what the customer is owed.
It will not refuse to help someone. It records that a request is out of contract; whether to help anyway is a human decision, made visibly and once.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.