Author & publish entitlements

An entitlement is the grant — what a customer may use, under which plan and policies. Authoring and publishing them is the core Sales job, under the Licensing group. (Sales)

Add the customer

Customers live under Customers → Organizations. Create the organization (name, contact, billing details) before, or inline while, you create the order. Individual people belong to an org under Customers → Users.

Create the entitlement

Under Licensing → Entitlements, create an order. There are two ways:

• From an offer — the fast path. Pick a saved offer and the products, features, plan and policies come prefilled. Adjust what’s specific to this customer, and grant an add-on afterward if this customer needs one too. New order lists only Published offers; when none is published, it opens the blank order form directly.
• From scratch — choose the product, attach a plan, and set the policies yourself.

You’ll work across the entitlement’s panels (most are hidden while the record is an offer):

Panel	What it’s for
Billing	Who bills this entitlement and how — see Billing below
Order Details	Customer, dates, pricing, offer mode — and Licensed products, the products included in the grant. On an offer it shows only the name, description, plan and suite: an offer has no customer, order number or references
Credits & Subscriptions	Prepaid credit balances and the subscription state
Assigned Users	The principals the grant is assigned to
Policies	How it may be activated and for how long — see Policies
Activation Codes	Codes the customer redeems (below)
Issued Licenses	The licenses activated against this grant
Usage Monitoring	Live metered usage against this grant’s quotas
Usage Plans	The plan in effect, and its current tier
Plan History	The audit trail of plan changes on this entitlement — when it changed, from which plan to which, and how
License Permissions	The features included
Audit Log	The change history of this entitlement

Billing

The Billing tab is the first one on every entitlement: Billing method (the provider, an amount for your own records, the customer’s billing reference and notes), Billing contact (the invoice recipient, when it differs from the customer’s own details), Subscription (what the provider last reported) and Billing details (key-values a connector may read).

A record is managed by the provider by default. Switch Managed by vendor on to drive it by hand instead — a pilot ahead of payment, a negotiated deal, a comped or internal account — and apply the plan yourself on Usage Plans; checkout is refused and the provider’s events are ignored while it’s on. See Billing for what each mode does.

Choose the suite

An entitlement’s products come from its suite, and the Suite card on Order Details is where you pick it. Assigning a suite licenses its products; Licensed products beside it lists what you get, which is why that list is read-only.

Pricing a single product creates a suite holding just it, so a one-product grant works the same way — pick the suite named after the product.

• Change suite swaps the products for the new suite’s members in one step, and clears the plan and trial: the new suite’s tiers are not the old one’s, so the earlier choice cannot carry over.
• Remove suite detaches every product and leaves the entitlement empty, ready for a different suite.

The suite can only be changed while the entitlement is in Draft: a live grant’s products are what its issued licenses were built from. Set it to Draft, change the suite, publish it again.

When a product is added, its features are snapshotted into the entitlement — a copy of the product as it is right then — so later catalog edits don’t change this grant.

If a product ever appears here that the suite does not contain — an import or a connector can attach one directly — Licensed products flags it and offers Match products to the suite, which brings the two back into agreement in one step.

Publish it

An entitlement has its own publication lifecycle: Draft → Published → Disabled → Archived. Only a Published entitlement can be activated. Model it in draft, then set it to Published when it’s ready for the customer.

Two lifecycle rules:

• Publishing is gated on the products. Publish is refused while a licensed product is still Draft: set it to Preview or Published first. An entitlement that is already published keeps working whatever its products’ state. A granted feature that is still Draft in the catalog doesn’t stop anything: the license is issued without it, the License permissions tab marks it Withheld: Draft, and it reaches the license at the next refresh once you publish it.
• Disabling needs Draft first. A live (published) entitlement can’t be disabled directly — Set Draft, then Set Disabled. For a reversible hold, use pause/resume instead; see Renewals, credits & activations. Offers have no pause: to stop orders from an offer, disable it.

(Separately, its subscription status — Pending, Trialing, Active, Paused, Expired, Canceled — is computed at runtime from the policies and dates; you don’t set it by hand. The Status column shows both: the publication status first, then the subscription status.)

You change the publication status from the row menu’s Lifecycle section, where the current status is checked and a move that isn’t allowed from it is shown disabled, with the reason. Disabled entitlements are hidden from the list until you turn on Show disabled under Filters and columns.

Issue activation codes

On the entitlement’s Activation codes tab, generate a code and send it to the customer to redeem. You can also manage codes in bulk under Licensing → Activation Codes — create, edit and delete codes; the full code is visible in the grid’s Code column.

Activation Codes — generate one on an entitlement and send it to the customer to redeem.

Reuse with offers

If you create the same grant repeatedly, save it as an offer — a saved template of products, features, policies and billing method you turn into entitlements per customer instead of filling in every field each time. The offer carries none of the customer’s own details — you pick the organization and fill in the contact, order number, references and billing contact when you order from it. Tag the resulting entitlement with an external reference (a CRM or billing id) to keep it linked to your other systems.

A saved offer starts in Draft. Set it to Published from its row menu under Catalog → Offers before you order from it: only a Published offer takes orders. A Draft offer is not open to orders yet, and a Disabled or Archived offer no longer is, so its New order is shown disabled.

An offer’s Entitlements tab lists the entitlements made from it, and its Offer details say how many there are. Its Deviates column marks the ones changed for that customer since they were made, such as a different plan or an add-on revoked or added, and says what changed. To add one made before the offer was recorded, open that entitlement’s Order details, press the pencil on Made from offer and pick the offer; only offers on the entitlement’s suite are listed. You can change an offer’s policies while it is Published: the change applies to the next order, not to the entitlements already made. An offer’s Rating campaigns tab lists the rating campaigns that ask only the customers of that offer.

A change to an offer’s plan or add-ons also reaches the next order only. To give it to the entitlements already made from the offer, open the offer’s Usage plans tab and press Apply to N entitlements made from this offer…. The dialog first shows what would change: each entitlement gets the offer’s plan and its add-ons, and loses the add-ons the offer no longer gives. It lists the entitlements that deviate, with why, and skips them unless you tick Include the N that deviate. Then the offer wins over that customer’s own change: the plan goes back to the offer’s, and an add-on they lost is granted again. An add-on added for that customer alone always stays, and an entitlement with a temporary plan override of its own running, such as a trial or a lapsed payment, is skipped until the override ends. Apply changes the entitlements one by one, and each one’s Audit log records it. One that cannot be changed, for example because it has no plan to grant the add-on under, is listed with the reason and left as it was.

An offer’s Usage plans tab also sets its promotion: a plan for a limited time, with a start and an end date and, if you like, a campaign. Choose the plan in the plan picker, then fill in Starts and Ends under Promotion and press Set promotion. Nothing on the offer itself changes. While the promotion runs, every new order from the offer gets it as a temporary plan override that ends on the promotion’s end date, and counts toward its campaign. An order from a trial offer starts on its trial instead, an anonymous try keeps its try plan, and an entitlement a Stripe or CRM subscription makes takes the plan it is billed for. To give it to the entitlements already made from the offer, open Apply to N entitlements made from this offer… and tick Also give them the promotion. It replaces a promotion the offer gave them earlier, and never a trial, a lapsed payment or an override you set for that customer. If you end the promotion for one customer, that entitlement deviates and is skipped unless you include it. Removing the promotion from the offer stops it reaching new orders; where it was given already, it runs to its end date.

To retire an offer for good, choose Set Archived. Archiving is final: an archived offer can’t be published, set back to Draft or disabled again, and no new orders can be made from it. Entitlements already ordered from it are not affected. The Offers list hides archived offers until you turn on Show archived. Entitlements can’t be archived: to end a customer’s license, set it to Disabled.

Delete is the last item of the row menu. An offer can be deleted while it is Draft or archived and nothing active refers to it: every entitlement made from it is disabled, and no rating campaign limited to it is still running. Deleting it frees its place in your plan’s offer allowance, and the entitlements made from it keep their licenses. An entitlement can be deleted while it is Draft or Disabled and none of its activations still holds a license. Disabling it revokes every license it issued, so a disabled entitlement can always be deleted; a Draft one with a device still activated is disabled first. Until then Delete is greyed out and its tooltip says what is in the way. The platform offer every new tenant is ordered from can never be deleted. A deleted offer or entitlement is gone: a link to it opens on Entitlement not found., and an entitlement made from a deleted offer says so under Made from offer.

Next

• Tune how it activates → Set entitlement policies
• Later changes → Renewals, credits & activations
• The model in depth → Entitlements & offers
• Billing modes in depth → Billing