In the world of commercial support, the customer is the person holding the contract with the entity providing the helpdesk service, or at least responsible for it from the buyer's point of view.

Hence, the HD CUSTOMER :

• has access to CONTRACT-related parameters and services,
• exercises a level of control overs USERs accessing the said CONTRACTs

… typically for two purposes:

• minimizing the cost of paid-for support
• providing a central point of view on support needs and helpdesk performance, for future support purchases.