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.
In this article
- Before you begin
- Step 1: Access License Management
- Step 2: Assign a 24/7 Tech Support license
- Step 3: Unassign a 24/7 Tech Support license
- Purchasing additional licenses
- Understanding license requirements
- How workers access 24/7 Tech Support
- Frequently Asked Questions
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
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
- From the Seats tab, search or filter to find the worker you want to assign a license to
- Click the menu (⋮) next to the worker's name
- Select Assign 24/7 Licence
- Review the confirmation screen:
- If you have available licenses, it will use one from your pool
- If you have no available licenses, you'll be prompted to purchase additional licenses
- Click Confirm to complete the assignment
You can also assign licenses to multiple workers in bulk by selecting the workers you want to assign licenses to > clicking on the Assign button > selecting 24/7 Tech Support license.
Note: If the worker doesn't have an IT seat, workers shall appear as “restricted” until a seat is assigned.
Info: If you need to purchase additional licenses during assignment, see Purchasing additional licenses below.
Step 3: Unassign a 24/7 Tech Support license
You can unassign a license from a worker when they no longer need 24/7 Tech Support access, under 2 main conditions:
- The worker has no open support tickets, and
- The worker has termination date set
To unassign a license:
- From the Seat tab, find the worker whose license you want to remove
- Click on the worker to open their detail drawer
- Select Unassign 24/7 license
- Click Confirm
If you see an error when trying to unassign, close all open tickets for that worker and ensure their offboarding date is set, then try again.
Purchasing additional licenses
If you run out of available licenses, you can purchase more at any time.
To add licenses:
Method 1:
- Navigate to Seat Management (see Step 1)
- Click Add on the top right corner
- Enter the number of licenses you want to add
- Review the pricing details:
- Licenses are prorated for the remaining duration of your contract, paid EOM if upfront/annual or monthly until contract term
- The first month is charged at full price (not prorated mid-month)
- Click Add
Method 2:
- In the 24/7 Tech Support page, scroll down to the Licenses widget
- Click in the info icon on Available Licenses
- The modal to add more licenses will pop-up
New licenses are added to your organization immediately and follow your existing payment terms (upfront, monthly, upfront or annual billing).
Note: Unassigned licenses do not renew automatically. Only assigned licenses renew on your contract renewal date.
Understanding license requirements
Workers need two things to access 24/7 Tech Support:
- An IT seat – Unlocks access to Deel IT Pro plan
- A 24/7 Tech Support license – Gives access to round-the-clock technical support
If a worker has a 24/7 Tech Support license but no IT seat, they will appear with a "Restricted" status and neither the worker nor admins can create support requests for them. To resolve this:
- Click Assign or Review depending the IT seat status
- Follow the prompts to assign the missing IT seat
Once both are assigned, the worker and admins can submit support requests.
How workers access 24/7 Tech Support
Once a worker has both an IT seat and a 24/7 license assigned, they can access support in three ways:
Option 1: Via the Deel platform (recommended)
- Select Workspace
- Go to IT in their Deel account
- Click Request
- Select Support
- Submit their request
Option 2: Via email
Workers can also email the 24/7 Tech Support team directly. The request will automatically appear in the platform alongside platform-created tickets.
Option 3: Communication center (help section)
Workers will be able to track their requests via the Communication Center in the help center section (accessible via top right corner of the Deel platform, Help icon).
Frequently Asked Questions
[ACCORDION] 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.
[ACCORDION] Do I need 2 24/7 Tech Support licenses if I am an admin and a worker?
No. 1 license covers both.
[ACCORDION] 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.
[ACCORDION] What happens when a worker is terminated?
The license will need to be removed manually, if manual assignment is turned on. Automatic assignment and unassignment will be released late Q2/Early Q3, automating these flows as you seem fit.
[ACCORDION] 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.
[ACCORDION] 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.
[ACCORDION] 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).
[ACCORDION] 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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