What entitlement model should be used if customers are only entitled to support if they have purchased a service contract?

The most appropriate entitlement model in this scenario is Service Contracts with Entitlements. This model is specifically designed for situations where customers must have a formal service contract to receive support. By creating a service contract, you define the terms and conditions under which support is provided, ensuring that only those customers who have purchased a service contract can access the support services.

This model features the ability to link entitlements directly to the service contracts, facilitating clear tracking of customer support rights and obligations. It supports the creation of detailed entitlement rules, allowing organizations to manage and enforce policies around customer care effectively. With Service Contracts and Entitlements, businesses can ensure that support is systematically allocated to customers who meet the necessary contractual agreements, thereby maintaining service integrity and operational efficiency.