Managing 24/7 Tech Support Licenses – Deel

If your organization has enabled 24/7 Tech Support, you can manage which workers have access to round-the-clock IT support directly in Deel IT. This guide explains how to assign licenses, track license usage, and purchase additional ones when needed.

Before you begin

You must be an Admin or have the appropriate permissions to manage 24/7 Tech Support licenses. Admins can also assign other workers as admins. See Setting Up Deel IT Admin Permissions for more information on general Deel IT permissions.
Worker profile must exist in the Deel platform before you can assign them a 24/7 Tech Support license
Workers need both an IT seat and a 24/7 Tech Support license to access this form of support. If a worker has a 24/7 license but no IT seat, they will show up in the functionality with a "Restricted" status and won't be able to submit requests
Admin licenses count as both a worker license and an admin license when assigned
Effective July 13, 2026: Email requests from any address without an active 24/7 Tech Support license will be automatically rejected. Make sure licenses are assigned to everyone who needs to reach the 24/7 team by email before this date. This includes automations sending outbound emails (such as HiBob). Make sure these come from either an authorized address of a worker or a dedicated account is created.

License Assignment Modes

By default, 24/7 Tech Support licenses are assigned manually. However, your Admin
can enable Automatic assignment from your Deel IT License Management settings.

Manual Assignment (Default)

You manually assign licenses to workers when they join your organization and manually
remove them when workers are terminated or leave Deel.

Automatic Assignment

When enabled by an Admin, Deel handles all license assignments and removals for you:

New workers get a 24/7 Tech Support license automatically when they start
Workers lose their license automatically when they leave
If you run out of available licenses when a new worker starts, Deel automatically
adds one to your contract so the worker isn't left without coverage
You can switch back to Manual assignment at any time from your Deel IT settings

Step 1: Access License Management

You can access 24/7 Tech Support License Management from two locations:

Option 1: Via Deel IT Settings

Navigate to Organization Settings in your Deel account
In the side bar, click on Deel IT, under Services
Click on the Seats tab

Option 2: Via the 24/7 Tech Support page

Navigate to IT in your account
Go to 24/7 Tech Support (tab)
Scroll down and click View all in the License Management widget

Both paths take you to the same License Management interface where you can view your total, assigned, and available licenses.

Step 2: Assign a 24/7 Tech Support license

In the License Management interface, click Assign license
Select the worker(s) you want to assign a license to from the list
Click Assign

The worker now has access to 24/7 Tech Support. They'll receive a notification that their license has been assigned.

Step 3: Unassign a 24/7 Tech Support license

In the License Management interface, locate the worker whose license you want to remove
Click the three-dot menu next to their name
Select Unassign license
Confirm the action

The worker's 24/7 Tech Support access is immediately revoked.

Purchasing additional licenses

To purchase additional licenses, contact your Deel account manager or submit a request through the 24/7 Tech Support section in your organization settings.

License increases are permanent for the remainder of your term

Once you increase your license count, the new total is cotermed to your contract's end date and cannot be reduced until renewal. This applies regardless of your billing frequency (monthly, quarterly, or annual). If you expect your headcount to fluctuate, talk to your CSM about right-sizing your commitment before increasing.

Understanding license requirements

Every worker who accesses 24/7 Tech Support requires two things:

An IT seat - Unlocks access to Deel IT Pro plan and features
A 24/7 Tech Support license - Access to round-the-clock technical support

Think of the IT seat as the foundation, and the 24/7 license as an add-on service. Both must be present for the worker to submit requests and receive support.

How workers access 24/7 Tech Support

Workers with an active 24/7 Tech Support license can reach the IT team through:

The Deel platform (via the Deel IT section)
Email (if a license is assigned to that email address)
The Slack app (if your organization has installed it)

Requests submitted through the platform or by email from a licensed address are both covered by SLA response times. Requests from an unlicensed or unrecognized email address will not be accepted.

Frequently Asked Questions

Can I assign a 24/7 license to someone without an IT seat?

Yes but with a major limitation. After assigning the 24/7 Tech Support license, the Worker license will appear as restricted and an IT seat will need to be assigned.

Do I need 2 24/7 Tech Support licenses if I am an admin and a worker?

No. 1 license covers both.

What happens if the worker doesn't appear in my list?

Workers must exist in the Deel platform before you can assign them a 24/7 Tech Support license. Check that the worker's profile has been created in your organization.

What happens when a worker is terminated?

If your org has automatic assignment enabled, the license is removed automatically when the worker's end date is reached and all their open requests are closed. If you're on manual assignment, an admin needs to unassign the license themselves. You can switch between automatic and manual assignment at any time in License Management settings.

Automatic license assignment

Instead of assigning licenses one by one, admins can turn on automatic assignment: new workers get a license on their start date, and it's removed automatically once they offboard and have no open requests. Automatic assignment doesn't apply retroactively — workers already in your org when you turn it on will need to be assigned manually or in bulk. You can switch back to manual assignment at any time.

How is billing calculated when I add licenses mid-contract?

New licenses are prorated for the remaining duration of your contract. However, the first month is charged at full price (not prorated mid-month). For example, if you add a license on July 15 with a contract ending January 1, you'll pay the full July price (following the terms in your 24/7 contract) plus prorated amounts through December. Billing details follow the terms aligned with Deel upon onboarding. This increase is locked in for the rest of your contract term and can't be reduced until renewal.

How can I view my 24/7 Tech Support contract?

You can view your contract by going to the 24/7 Tech Support section and click on the kebab menu (3 dots) Manage Licenses View Contract.

Can I remove a worker's IT seat if they have a 24/7 license?

No. You must unassign the 24/7 license first before removing the IT seat. Note that the same logic might apply to other services dependent on IT seats (e.g., Device Lifecycle Management - DLM).

What's the difference between an IT seat and a 24/7 license?

IT seat = Unlocks access to Deel IT Pro plan
24/7 Tech Support license = Access to round-the-clock technical support

Think of the IT seat as the foundation, and the 24/7 license as an add-on service. Workers need both to access 24/7 Tech Support.

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