Key Concepts

This is an executive glossary of the major concepts in MIDDAG Account. Each term is explained in plain language for someone encountering them for the first time. Detailed pages for each concept are available in the Core Concepts section.

Organization

An organization is a company or institution that is your customer. It is the top-level container for everything: entitlements, collaborators, invoices, contracts, licenses, and services all belong to an organization. Think of it as "the customer record" -- but at the company level, not the individual user level.

Collaborator

A collaborator is a person who belongs to an organization. Each collaborator has a role (owner, admin, or member) and a set of scopes that determine what they can see and do. The owner manages the account. An admin can invite others. A member sees only what their assigned scopes allow -- for example, a finance team member might only see invoices and orders.

Entitlement

An entitlement is a unique record that represents "Organization X has access to Product or Service Y." It is the central concept in MIDDAG Account. Every entitlement has a unique code (like PLG-2026050001), a lifecycle state (active, suspended, expired, or cancelled), and links to all the downstream resources that access grants: licenses, contracts, services, environments, invoices, and documents.

Entitlements are sovereign

An Entitlement does not require an Organization. All relationships are optional — an Entitlement can exist completely standalone, without a Contact, Organization, or Customer record.

This makes middag-account flexible beyond B2B:

• Gift cards and promotional access — entitlements issued without a purchase or customer record
• Individual customers (B2C) — a person, not a company, can hold entitlements directly
• Migration entitlements — imported from external systems where the organization mapping doesn't exist yet
• Shared licenses — entitlements that aren't tied to a single organization

The Entitlement is the sovereign entity of the system. Everything else connects to it optionally.

Entitlement Class

An entitlement class defines what kind of access an entitlement represents. The system ships with classes like Plugin (software license), Environment (managed hosting), Service (ongoing work or project), Order (general purchase), Affiliate (partner program), and Education (training or course). Each class determines how the entitlement is provisioned, renewed, and displayed. Classes are configurable from the admin panel.

Policy

A policy is a configurable rule that governs how entitlements behave. Policies cover areas like renewal windows, payment recovery, cancellation grace periods, SLA targets, trial terms, refund conditions, and notifications. Policies can be set at five levels -- global, entitlement class, organization, product, or individual entitlement -- with the most specific level taking precedence. The available policies are:

• Renewal Policy -- Auto-renew behavior, grace periods before expiry, renewal pricing
• Payment Recovery Policy -- What happens when a payment fails, how long before suspension becomes cancellation
• Cancellation Policy -- Grace periods, data retention, portal visibility after expiry
• SLA Policy -- Response times, resolution times, uptime targets, escalation rules
• Credit Policy -- Credit expiration, consumption order, limits for service-based entitlements
• Provisioning Policy -- Whether access is set up automatically or requires admin approval
• Trial Policy -- Trial duration, conversion behavior, abuse prevention
• Refund Policy -- Refund window, automatic vs manual approval, impact on entitlement
• Tier Change Policy -- Upgrade/downgrade behavior, cooldown periods, approval requirements
• Notification Policy -- Which channels to use, when to send reminders, opt-out settings

Order

An order is a purchase record, typically created through WooCommerce. When a customer completes an order, MIDDAG Account links it to the appropriate organization and creates entitlements based on the products purchased. Orders bridge the gap between WooCommerce's commerce engine and MIDDAG Account's lifecycle management.

Invoice

An invoice is a financial record tied to an order or entitlement. Invoices track amounts, payment status, and due dates. For Brazilian operations, MIDDAG Account also supports tax invoice generation (NFSe) through integration with ISSNet.

Quote

A quote is a commercial proposal sent to a customer. Quotes have their own lifecycle: drafted, sent, viewed, accepted, rejected, expired, converted, or cancelled. When a customer accepts a quote, it can be converted into an order automatically, which then triggers entitlement creation.

License

A license is a software license tied to an entitlement. Licenses track which sites are authorized to use the software, manage activation and deactivation, control download access, and handle renewal. If the parent entitlement is suspended or cancelled, the license follows.

Contract

A contract is a service agreement tied to an entitlement. Contracts define the terms, duration, and scope of a service relationship. They track start and end dates, renewal terms, and can have documents attached (signed agreements, amendments, statements of work).

Environment

An environment is a managed hosting installation tied to an entitlement. Environments can be organized in parent-child clusters (for example, a production server with staging and development children). They track health status, configuration, and can receive service requests.

Service

A service represents a type of work that your company delivers: hosting, support, infrastructure management, consulting, development, or migration. Services are linked to entitlements and define what capabilities are included. Service-based entitlements often use credit balances to track usage.

Service Request

A service request is a task or ticket created against an entitlement. It tracks work that needs to be done: a support question, a bug report, a change request. Service requests have SLA tracking (response time, resolution time) governed by the SLA Policy attached to the parent entitlement.

How they connect

Everything in MIDDAG Account flows through the Organization and the Entitlement.

An organization is your customer. An entitlement is what they have access to. Every other concept either belongs to an organization (collaborators), belongs to an entitlement (licenses, contracts, services, environments, service requests), or connects the two (orders, invoices, quotes, documents).

When a customer buys a product, this chain is created: the order triggers an entitlement, which provisions downstream resources (a license, a contract, a service, or an environment). Invoices record the financial side. Service requests track work against what was purchased. Policies govern the rules at every step. Collaborators determine who in the organization can see and manage what.

One organization, multiple entitlements, each with its own lifecycle and downstream resources -- all visible from one admin interface.