Final answer:
In creating an entitlement template for a standard support contract that includes 20 hours of email support, the template should define the support hours and differentiate from premium phone support, which is not included. Details such as validity period and tracking should also be configured.
Step-by-step explanation:
To set up an entitlement template for standard support contracts that provide a total of 20 hours of email support, you need to configure an entitlement policy that specifies the total number of hours covered and the type of support included.
As phone support is offered as a premium service, this should be clearly distinguished in the entitlement policy from the standard email support hours.
The template should include the allocation of 20 hours of email support and define the conditions under which premium phone support incidents can be used.
Since no numbers are given regarding the allotment of premium phone support incidents, this should be clarified with the company, so the entitlement template accurately reflects the service scope.
Generally, the template would also include information about the time frame in which the entitlement is valid, how unused hours or incidents are handled, and procedures for tracking and reporting usage.