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The row that matters is the last one. Most support teams have a clear answer for paying customers and no written answer for the ones whose contract lapsed, which is exactly when the awkward ticket arrives.
A grid of support tiers against what each includes: cover hours, response and resolution targets, named contacts, channels and what falls outside.
The last column is the important one. Most entitlement disputes are about what is not included, and most matrices do not state it.
Fill it in for the tiers you actually sell, then check it against three real customers. Contracts often promise things the standard tier does not.
Put it where agents can see it from a ticket, not in a shared drive. An entitlement rule nobody can find at the moment of need is not a rule.
It will not decide whether to help somebody outside their entitlement. It records that the request is out of contract; helping anyway is a choice, made visibly and once.
It also cannot cover a bespoke contract without you adding that row.
Agents stop adjudicating. The ticket shows what the customer is entitled to and the conversation is about the problem instead.
Persistence stops being a support strategy, which it becomes wherever the answer depends on who picks up.
As few as you actually sell differently.
They get their own row — the exceptions are the point.
The tier they bought, yes.
Half an hour on your own figures, and an honest answer about the parts Treepie does not improve.