Define Support Commitment
Published on September 11, 2026 Service Assurance Hub
Create and Configure Support Commitments
Support Commitments define the scope, duration, and coverage of support services for products. Within Service Assurance Hub, commitments are tied to specific products and include detailed assurance scopes that outline which components, rework codes, and services are covered.
Key Concept: A support commitment can include multiple assurance scopes, each specifying coverage percentages for parts and labor, applicable solution areas, and project components.
Phase 1: Access Support Commitments
Step 1. Navigate to the Service Assurance Hub application in Salesforce.
Step 2. Locate and click the 'Support Commitments/SLA Rules' tab.
Support Commitments/SLA Rules tab location
Phase 2: Create a New Support Commitment
Complete the following required fields:
| Field | Description |
| Product | Select the product for which you want to create this commitment (mandatory) |
| Name | Unique identifier for the support commitment |
| Commitment Type | Set to 'Product' for product-based commitments |
| Description | Provide detailed information about the commitment terms and scope |
Support Commitment basic information form
Phase 3: Set Commitment Duration and Start Date
Configure the timing of your support commitment:
| Field | Description |
| Commitment Start Date Type | Select the trigger date: Installed Date, Purchased Date, Registered Date, etc. |
| Commitment Duration (Days) | Enter the number of days this commitment will remain active |
Commitment duration and start date configuration
Phase 4: Activate and Configure Provider
Complete the commitment configuration:
- Set the 'Commitment Status' to Active to enable this commitment.
- Select the 'Commitment Provider' - this should be your organization's account in Salesforce.
- Set the 'Commitment Creation Date' to today's date or the appropriate start date.
Commitment status and provider configuration
Completed commitment configuration
Best Practice: Always activate support commitments and verify the commitment provider account is correctly set before saving.
Phase 5: Add Assurance Scopes
Support commitments consist of one or more assurance scopes, each defining specific coverage areas. To add one:
- Locate the 'Assurance Scopes' related list on your support commitment record.
- Click New to create a new assurance scope.
Assurance Scopes related list
Phase 6: Configure Assurance Scope Details
Complete the assurance scope form:
| Field | Description |
| Scope Name | Unique name for this assurance scope |
| Scope Description | Detailed explanation of what this scope covers |
| Scope Duration (Days) | Number of days this scope is valid |
| Parts % Covered | Percentage of parts costs covered by this commitment (0-100%) |
| Labor % Covered | Percentage of labor costs covered by this commitment (0-100%) |
| Solution Area | Select the applicable solution area |
| Deliverable Type | Select the applicable deliverable type |
Assurance scope basic configuration
Phase 7: Add Scope Details (Rework Codes & Components)
Add the specific rework codes and project components included in this scope:
- Click Add/Edit Details to configure scope details.
Add/Edit Details button
- Select a 'Solution Area' and 'Deliverable Type' to populate available options. The system automatically loads the available Rework Codes and Project Components for those selections.
- Select the appropriate Rework Codes to include in this scope.
- Select the appropriate Project Components to include in this scope.
Rework code selection
Project component selection
Important: Ensure all relevant rework codes and components are selected, as these define the actual services covered under the commitment.
Phase 8: Review Scope Details
After adding rework codes and project components, review the complete scope details:
Complete scope details record
Success Checkpoint: Verify that all scope details are correctly recorded before saving. The commitment is now ready for use.
Key Takeaways
- Support commitments are product-based and define the scope of support services.
- Each commitment must have at least one active assurance scope.
- Assurance scopes define coverage percentages for parts and labor.
- Rework codes and project components are attached to scopes to specify deliverables.
- Commitment duration is calculated from a start date type (Installed, Purchased, Registered, etc.).
- Always activate commitments and verify all scope details before deployment.
Knowledge Article Number: KA-00377