Budget setting and all dollar to chf

src/app/[locale]/dashboard/new/page.tsx

@@ -4,7 +4,7 @@ import { redirect } from "next/navigation";
 import { OnboardingFlow } from "@/components/onboarding/onboarding-flow";
 import { BackLink } from "@/components/ui/back-link";
 import { listTenants } from "@/lib/k8s";
-import { listActiveTenantRequestsByOrgId } from "@/lib/db";
+import { listActiveTenantRequestsByOrgId, getOrgBilling } from "@/lib/db";
 import { personalAccountAtCapacity } from "@/lib/personal-org";
 
 /**
@@ -55,6 +55,8 @@ export default async function NewInstancePage() {
   }
 
   const t = await getTranslations("dashboard");
+  const orgBilling = await getOrgBilling(user.orgId);
+  const hasOrgBilling = orgBilling !== null;
 
   return (
     <div>
@@ -73,6 +75,7 @@ export default async function NewInstancePage() {
           orgName={user.orgName}
           userName={user.name}
           userEmail={user.email}
+          hasOrgBilling={hasOrgBilling}
         />
       </div>
     </div>

src/app/[locale]/dashboard/page.tsx

@@ -2,7 +2,11 @@ import { getSessionUser, canMutate } from "@/lib/session";
 import { getTranslations, getFormatter } from "next-intl/server";
 import { redirect } from "next/navigation";
 import { listTenants } from "@/lib/k8s";
-import { listActiveTenantRequestsByOrgId } from "@/lib/db";
+import {
+  listActiveTenantRequestsByOrgId,
+  syncProvisioningStatuses,
+  getOrgBilling,
+} from "@/lib/db";
 import {
   listVisibleTenants,
   canSeeInflightRequests,
@@ -160,10 +164,35 @@ export default async function DashboardPage() {
 
   // Pending/in-flight requests are only shown to roles that can act on
   // them. `user`-role customers see no request cards.
+  //
+  // syncProvisioningStatuses runs on every dashboard load: it walks
+  // active and provisioning rows and reconciles them against the
+  // current cluster state. Without this, the operator-initiated
+  // 60-day TTL deletion (Bug 37b) leaves the portal showing "Your
+  // assistant is ready!" cards for tenants that no longer exist —
+  // the operator deletes the CR, but the DB row stays at active=true
+  // until something updates it. Running the sync at every dashboard
+  // load keeps the portal eventually consistent with the cluster
+  // without needing a separate cron/job.
+  //
+  // Cost: one K8s GET per row in (active, provisioning) status. At
+  // pilot scale this is small; if it grows we'd cache or move to a
+  // periodic background job.
+  if (canSeeInflightRequests(user)) {
+    await syncProvisioningStatuses();
+  }
   const orgRequests = canSeeInflightRequests(user)
     ? await listActiveTenantRequestsByOrgId(user.orgId)
     : [];
 
+  // Bug 35: orgs that already have a billing record skip the wizard's
+  // billing step. Fetched here so the dashboard's empty-state mount of
+  // OnboardingFlow knows what to do; for the additional-tenant flow at
+  // /dashboard/new we fetch the same flag in that route's own server
+  // component.
+  const orgBilling = await getOrgBilling(user.orgId);
+  const hasOrgBilling = orgBilling !== null;
+
   // Pending requests that don't yet have a tenant CR. Once the CR
   // exists, the tenant card carries the live phase, so a separate
   // "request" card would just duplicate it. We compare against
@@ -174,7 +203,16 @@ export default async function DashboardPage() {
     (t) => t.metadata.labels?.["pieced.ch/zitadel-org-id"] === user.orgId
   );
   const inflightRequests = orgRequests.filter(
-    (r) => !r.tenantName || !orgScopedTenants.some((t) => t.metadata.name === r.tenantName)
+    (r) =>
+      // Only show provision (initial creation) requests on the
+      // dashboard. Resume requests (Bug 37a) belong with their
+      // specific tenant — the SubscriptionToggle on the tenant
+      // detail page renders the pending state there. Showing them
+      // on the dashboard too would duplicate the surface and
+      // confuse customers about which tenant they refer to.
+      r.requestType !== "resume" &&
+      (!r.tenantName ||
+        !orgScopedTenants.some((t) => t.metadata.name === r.tenantName))
   );
 
   // Slice 5: only owners (and platform users, who'd typically be using
@@ -278,6 +316,7 @@ export default async function DashboardPage() {
             orgName={user.orgName}
             userName={user.name}
             userEmail={user.email}
+            hasOrgBilling={hasOrgBilling}
           />
         </div>
       </div>

src/app/[locale]/settings/billing/page.tsx

@@ -0,0 +1,47 @@
+import { getTranslations } from "next-intl/server";
+import { redirect, notFound } from "next/navigation";
+import { getSessionUser, canMutate } from "@/lib/session";
+import { getOrgBilling } from "@/lib/db";
+import { BillingSettingsForm } from "@/components/settings/billing-settings-form";
+
+/**
+ * /settings/billing — view and edit org-scoped billing (Bug 34/35).
+ *
+ * Server-side fetches the existing record (if any) and passes it to
+ * the client form. The form posts to PUT /api/billing on submit.
+ *
+ * Access: same gate as the API — owners and platform admins. `user`
+ * role redirects to /settings (which also wouldn't list billing for
+ * them). 403 here would be friendlier than redirect, but the most
+ * likely cause of a `user` landing on this URL is sharing a bookmark
+ * with their owner — silent redirect is gentle.
+ */
+export default async function BillingSettingsPage() {
+  const user = await getSessionUser();
+  if (!user) redirect("/login");
+  if (!canMutate(user)) {
+    redirect("/settings");
+  }
+  const t = await getTranslations("settingsBilling");
+
+  const billing = await getOrgBilling(user.orgId);
+
+  return (
+    <main className="max-w-3xl mx-auto px-6 py-8">
+      <div className="mb-8 animate-in">
+        <h1 className="font-display text-2xl font-semibold accent-rule">
+          {t("title")}
+        </h1>
+        <p className="text-sm text-text-secondary mt-3">{t("subtitle")}</p>
+      </div>
+
+      <BillingSettingsForm
+        initial={billing}
+        isPersonal={user.isPersonal}
+        orgName={user.orgName}
+        userName={user.name}
+        userEmail={user.email}
+      />
+    </main>
+  );
+}

src/app/[locale]/settings/page.tsx

@@ -0,0 +1,81 @@
+import { getTranslations } from "next-intl/server";
+import { redirect } from "next/navigation";
+import Link from "next/link";
+import { getSessionUser, canMutate } from "@/lib/session";
+import { Card } from "@/components/ui/card";
+
+/**
+ * /settings — landing page for user/org-level configuration (Bug 35
+ * intentionally landed billing here rather than at /billing because we
+ * expect more settings categories: notifications, API keys, default
+ * workspace templates, etc.). Currently lists a single category card;
+ * the layout scales to a sidebar nav once there are 3+.
+ *
+ * Access: any authenticated user (the cards themselves gate further;
+ * non-owner users would not see "Billing" as actionable, etc.).
+ */
+export default async function SettingsPage() {
+  const user = await getSessionUser();
+  if (!user) redirect("/login");
+  const t = await getTranslations("settings");
+
+  // Build the list of settings cards. Each entry has a stable key, a
+  // route, and a visibility predicate. Currently only billing; this
+  // shape leaves headroom for adding more without restructuring.
+  const sections: Array<{
+    key: string;
+    href: string;
+    title: string;
+    description: string;
+    visible: boolean;
+  }> = [
+    {
+      key: "billing",
+      href: "/settings/billing",
+      title: t("billingTitle"),
+      // Personal customers (B2C) don't have a VAT number; the
+      // description shouldn't mention one. Same pattern used in the
+      // form itself (label/field gating).
+      description: user.isPersonal
+        ? t("billingDescriptionPersonal")
+        : t("billingDescription"),
+      // Owners and platform admins can edit billing. `user` role
+      // can't even view it — billing details aren't useful to them.
+      visible: canMutate(user),
+    },
+  ];
+
+  const visibleSections = sections.filter((s) => s.visible);
+
+  return (
+    <main className="max-w-4xl mx-auto px-6 py-8">
+      <div className="mb-8 animate-in">
+        <h1 className="font-display text-2xl font-semibold accent-rule">
+          {t("title")}
+        </h1>
+        <p className="text-sm text-text-secondary mt-3">{t("subtitle")}</p>
+      </div>
+
+      {visibleSections.length === 0 && (
+        <Card className="animate-in animate-in-delay-1">
+          <p className="text-sm text-text-secondary">{t("nothingForYou")}</p>
+        </Card>
+      )}
+
+      <div className="grid gap-3 animate-in animate-in-delay-1">
+        {visibleSections.map((s) => (
+          <Link
+            key={s.key}
+            href={s.href}
+            className="block rounded-xl border border-border bg-surface-1 p-4 hover:border-text-secondary transition-colors"
+          >
+            <div className="font-medium text-text-primary">{s.title}</div>
+            <div className="text-xs text-text-secondary mt-1">
+              {s.description}
+            </div>
+          </Link>
+        ))}
+      </div>
+    </main>
+  );
+}

src/app/[locale]/support/[id]/page.tsx

@@ -0,0 +1,103 @@
+import { notFound, redirect } from "next/navigation";
+import { getTranslations, getFormatter } from "next-intl/server";
+import { getSessionUser } from "@/lib/session";
+import {
+  getSupportTicketById,
+  listCommentsForTicket,
+} from "@/lib/db";
+import { Card } from "@/components/ui/card";
+import { BackLink } from "@/components/ui/back-link";
+import { TicketStatusBadge } from "@/components/support/ticket-status-badge";
+import { TicketCategoryLabel } from "@/components/support/ticket-category-label";
+import { TicketThread } from "@/components/support/ticket-thread";
+import { TicketAdminControls } from "@/components/support/ticket-admin-controls";
+import { formatDateTime } from "@/lib/format";
+
+/**
+ * /support/[id] — single ticket detail.
+ *
+ * Same UI for customer and admin; admin gets an extra
+ * `<TicketAdminControls>` block for changing status/category. The
+ * customer side gets a "Close ticket" link if they want to mark it
+ * resolved themselves.
+ *
+ * Authorization mirrors the API: customer sees their own; platform
+ * admin sees any. 404 (not 403) when a customer accesses someone
+ * else's ticket — don't leak existence.
+ */
+export default async function TicketDetailPage({
+  params,
+}: {
+  params: Promise<{ id: string }>;
+}) {
+  const user = await getSessionUser();
+  if (!user) redirect("/login");
+  const { id } = await params;
+  const ticket = await getSupportTicketById(id);
+  if (!ticket) notFound();
+  if (!user.isPlatform && ticket.zitadelUserId !== user.id) {
+    notFound();
+  }
+  const comments = await listCommentsForTicket(id);
+  const t = await getTranslations("support");
+  const f = await getFormatter();
+
+  return (
+    <main className="max-w-3xl mx-auto px-6 py-8">
+      <div className="mb-6 animate-in">
+        <BackLink href="/support" label={t("title")} />
+        <div className="flex items-start justify-between gap-3 mt-2">
+          <h1 className="font-display text-2xl font-semibold">
+            {ticket.title}
+          </h1>
+          <TicketStatusBadge status={ticket.status} />
+        </div>
+        <div className="text-xs text-text-muted mt-2 flex items-center gap-2 flex-wrap">
+          <TicketCategoryLabel category={ticket.category} />
+          <span>·</span>
+          <span>
+            {t("openedBy", {
+              name: ticket.contactName,
+              when: formatDateTime(ticket.createdAt, f),
+            })}
+          </span>
+          <span>·</span>
+          <span className="font-mono">#{ticket.id.slice(0, 8)}</span>
+        </div>
+      </div>
+
+      {/* Original ticket description, rendered as the first message
+          in the thread. Visually distinct via the customer-author
+          styling (handled inside <TicketThread>). */}
+      <div className="space-y-4 animate-in animate-in-delay-1">
+        <Card>
+          <div className="flex items-center justify-between text-xs text-text-muted mb-2">
+            <span className="font-medium text-text-primary">
+              {ticket.contactName}
+            </span>
+            <span>{formatDateTime(ticket.createdAt, f)}</span>
+          </div>
+          <div className="text-sm text-text-primary whitespace-pre-wrap">
+            {ticket.description}
+          </div>
+        </Card>
+
+        <TicketThread
+          ticketId={ticket.id}
+          ticketStatus={ticket.status}
+          comments={comments}
+          isPlatform={user.isPlatform}
+          isOwnTicket={ticket.zitadelUserId === user.id}
+        />
+
+        {user.isPlatform && (
+          <TicketAdminControls
+            ticketId={ticket.id}
+            currentStatus={ticket.status}
+            currentCategory={ticket.category}
+          />
+        )}
+      </div>
+    </main>
+  );
+}

src/app/[locale]/support/new/page.tsx

@@ -0,0 +1,37 @@
+import { redirect } from "next/navigation";
+import { getTranslations } from "next-intl/server";
+import { getSessionUser } from "@/lib/session";
+import { TicketCreateForm } from "@/components/support/ticket-create-form";
+import { BackLink } from "@/components/ui/back-link";
+
+/**
+ * /support/new — create ticket form.
+ *
+ * Platform admins shouldn't open tickets via this UI (they'd be
+ * opening one as if from a customer, which is confusing). Redirect
+ * them back to the queue. Non-admins of any role can create.
+ */
+export default async function NewTicketPage() {
+  const user = await getSessionUser();
+  if (!user) redirect("/login");
+  if (user.isPlatform) redirect("/support");
+  const t = await getTranslations("support");
+
+  return (
+    <main className="max-w-3xl mx-auto px-6 py-8">
+      <div className="mb-8 animate-in">
+        <BackLink href="/support" label={t("title")} />
+        <h1 className="font-display text-2xl font-semibold accent-rule mb-2">
+          {t("newTicketTitle")}
+        </h1>
+        <p className="text-text-secondary text-sm mt-4">
+          {t("newTicketSubtitle")}
+        </p>
+      </div>
+
+      <div className="animate-in animate-in-delay-1">
+        <TicketCreateForm />
+      </div>
+    </main>
+  );
+}

src/app/[locale]/support/page.tsx

@@ -0,0 +1,97 @@
+import { redirect } from "next/navigation";
+import Link from "next/link";
+import { getTranslations, getFormatter } from "next-intl/server";
+import { getSessionUser } from "@/lib/session";
+import {
+  listSupportTicketsForUser,
+  listAllSupportTickets,
+} from "@/lib/db";
+import { Card } from "@/components/ui/card";
+import { formatRelative } from "@/lib/format";
+import { TicketStatusBadge } from "@/components/support/ticket-status-badge";
+import { TicketCategoryLabel } from "@/components/support/ticket-category-label";
+
+/**
+ * /support — ticket list.
+ *
+ * Customers see their own tickets only (per Feature 5: per-user
+ * scope, NOT per-org). Platform admins see the global queue. Same
+ * UI shell, different list source — the rendering logic is
+ * identical because the per-row data is the same shape.
+ *
+ * Sorting: newest activity first (the DB query already orders by
+ * updated_at DESC). Open tickets bubble to the top by virtue of
+ * having recent activity, but we don't sort by status; that's a
+ * filter the admin can add later if the queue grows.
+ */
+export default async function SupportListPage() {
+  const user = await getSessionUser();
+  if (!user) redirect("/login");
+  const t = await getTranslations("support");
+  const f = await getFormatter();
+
+  const tickets = user.isPlatform
+    ? await listAllSupportTickets()
+    : await listSupportTicketsForUser(user.id);
+
+  return (
+    <main className="max-w-5xl mx-auto px-6 py-8">
+      <div className="mb-8 animate-in flex items-end justify-between">
+        <div>
+          <h1 className="font-display text-2xl font-semibold accent-rule">
+            {user.isPlatform ? t("titleAdmin") : t("title")}
+          </h1>
+          <p className="text-sm text-text-secondary mt-3">
+            {user.isPlatform ? t("subtitleAdmin") : t("subtitle")}
+          </p>
+        </div>
+        {!user.isPlatform && (
+          <Link
+            href="/support/new"
+            className="text-sm font-medium px-4 py-2 rounded-lg bg-accent text-white hover:bg-accent/90 transition-colors"
+          >
+            {t("newTicket")}
+          </Link>
+        )}
+      </div>
+
+      {tickets.length === 0 ? (
+        <Card className="animate-in animate-in-delay-1">
+          <p className="text-sm text-text-secondary text-center py-6">
+            {user.isPlatform ? t("emptyAdmin") : t("empty")}
+          </p>
+        </Card>
+      ) : (
+        <div className="space-y-2 animate-in animate-in-delay-1">
+          {tickets.map((tk) => (
+            <Link
+              key={tk.id}
+              href={`/support/${tk.id}`}
+              className="block rounded-xl border border-border bg-surface-1 p-4 hover:border-text-secondary transition-colors"
+            >
+              <div className="flex items-start justify-between gap-3">
+                <div className="min-w-0">
+                  <div className="font-medium text-text-primary truncate">
+                    {tk.title}
+                  </div>
+                  <div className="text-xs text-text-muted mt-1 flex items-center gap-2">
+                    <TicketCategoryLabel category={tk.category} />
+                    <span>·</span>
+                    <span>{formatRelative(tk.updatedAt, f)}</span>
+                    {user.isPlatform && (
+                      <>
+                        <span>·</span>
+                        <span className="font-mono">{tk.contactEmail}</span>
+                      </>
+                    )}
+                  </div>
+                </div>
+                <TicketStatusBadge status={tk.status} />
+              </div>
+            </Link>
+          ))}
+        </div>
+      )}
+    </main>
+  );
+}

src/app/[locale]/tenants/[name]/page.tsx

@@ -3,6 +3,7 @@ import { getTranslations, getFormatter } from "next-intl/server";
 import { redirect, notFound } from "next/navigation";
 import { getTenant } from "@/lib/k8s";
 import { canUserSeeTenant } from "@/lib/visibility";
+import { getPendingResumeRequestForTenant } from "@/lib/db";
 import { StatusBadge } from "@/components/ui/status-badge";
 import { WarningBadge } from "@/components/ui/warning-badge";
 import { UsageDisplay } from "@/components/dashboard/usage-display";
@@ -47,6 +48,13 @@ export default async function TenantDetailPage({
   // The current state comes from spec.suspend on the CR.
   const isSuspended = Boolean(tenant.spec.suspend);
 
+  // Bug 37a: when the tenant is suspended, an owner can request
+  // reactivation (admin-gated). Look up whether one is in flight so
+  // the SubscriptionToggle can render the right state.
+  const pendingResumeRequest = isSuspended
+    ? await getPendingResumeRequestForTenant(name)
+    : null;
+
   // Bug 7: assigned-users panel is meaningless for personal tenants
   // (sole-owner by definition; the only "assignee" is the owner
   // themselves). We hide the panel when EITHER the CR carries the
@@ -134,6 +142,53 @@ export default async function TenantDetailPage({
               <div className="text-xs text-text-secondary mt-1">
                 {t("suspendedDescription")}
               </div>
+              {/* Retention countdown. suspendedAt is stamped by the
+                  operator on first transition to suspended; missing
+                  values fall through silently rather than rendering
+                  garbage (operator hasn't reconciled yet, edge case).
+                  The 60-day window is the operator's
+                  retentionAfterSuspend constant; if you change one,
+                  change both. We don't expose the constant via API —
+                  the value rarely changes and duplicating it here
+                  beats fetching a single int over the network. */}
+              {tenant.status?.suspendedAt && (() => {
+                const suspendedAt = new Date(tenant.status.suspendedAt);
+                const deletionAt = new Date(suspendedAt);
+                deletionAt.setDate(deletionAt.getDate() + 60);
+                const now = new Date();
+                const msRemaining = deletionAt.getTime() - now.getTime();
+                const daysRemaining = Math.max(
+                  0,
+                  Math.ceil(msRemaining / (1000 * 60 * 60 * 24))
+                );
+                // < 7 days: red/critical to draw attention. Otherwise
+                // amber, matching the banner.
+                const urgent = daysRemaining < 7;
+                return (
+                  <div
+                    className={`text-xs mt-2 ${
+                      urgent ? "text-red-400" : "text-text-muted"
+                    }`}
+                  >
+                    {t("suspendedSince", {
+                      date: formatDateTime(
+                        tenant.status.suspendedAt,
+                        f
+                      ),
+                    })}
+                    {" · "}
+                    {daysRemaining > 0
+                      ? t("suspendedDeletionIn", {
+                          days: daysRemaining,
+                          date: formatDateTime(
+                            deletionAt.toISOString(),
+                            f
+                          ),
+                        })
+                      : t("suspendedDeletionImminent")}
+                  </div>
+                );
+              })()}
             </div>
           </div>
         </div>
@@ -208,7 +263,21 @@ export default async function TenantDetailPage({
               ? t("subscriptionDescriptionSuspended")
               : t("subscriptionDescriptionActive")}
           </p>
-          <SubscriptionToggle tenantName={name} suspended={isSuspended} />
+          <SubscriptionToggle
+            tenantName={name}
+            suspended={isSuspended}
+            isPlatform={user.isPlatform}
+            pendingResumeRequest={
+              pendingResumeRequest
+                ? {
+                    id: pendingResumeRequest.id,
+                    createdAt: pendingResumeRequest.createdAt,
+                    customerNotes:
+                      pendingResumeRequest.customerNotes ?? null,
+                  }
+                : null
+            }
+          />
         </section>
       )}
     </div>

src/app/api/admin/requests/[id]/approve/route.ts

@@ -5,8 +5,8 @@ import {
   updateTenantRequestStatus,
   clearEncryptedSecrets,
 } from "@/lib/db";
-import { createTenant } from "@/lib/k8s";
+import { createTenant, patchTenantSpec, setTenantAnnotation } from "@/lib/k8s";
-import { sendApprovalEmail } from "@/lib/email";
+import { sendApprovalEmail, sendResumeApprovalEmail } from "@/lib/email";
 import { decryptSecrets } from "@/lib/crypto";
 import { writePackageSecrets } from "@/lib/openbao";
 import {
@@ -19,14 +19,26 @@ import { safeError } from "@/lib/errors";
 
 /**
  * POST /api/admin/requests/[id]/approve
- * Approve a tenant request:
+ *
- * 1. Decrypt stored package secrets (if any)
+ * Approve a request. Two paths depending on request_type:
- * 2. Write each package's secrets to OpenBao at secret/data/tenants/{tenant-name}/{package}
+ *
- * 3. Null the encrypted_secrets column
+ * Provision (the original purpose):
- * 4. Build workspace files (SOUL.md, AGENTS.md, TOOLS.md)
+ *  1. Decrypt stored package secrets (if any)
- * 5. Create PiecedTenant CR
+ *  2. Write each package's secrets to OpenBao
- * 6. Update request status, notify customer.
+ *  3. Null the encrypted_secrets column
- * Also supports re-approving a previously rejected request (clears admin notes).
+ *  4. Build workspace files (SOUL.md, AGENTS.md, TOOLS.md)
+ *  5. Create PiecedTenant CR
+ *  6. Update request status, notify customer.
+ *  Supports re-approving a previously rejected request (clears admin notes).
+ *
+ * Resume (Bug 37a):
+ *  1. PATCH spec.suspend=false on the existing PiecedTenant CR.
+ *  2. Clear the `pieced.ch/resume-request-pending` annotation so the
+ *     operator knows the request is settled (and doesn't pause its
+ *     60-day TTL forever — though now that the tenant isn't suspended,
+ *     the timer is moot).
+ *  3. Mark request approved, notify customer.
+ *  No CR creation, no secret materialisation, no workspace files.
  */
 export async function POST(
   request: Request,
@@ -60,6 +72,58 @@ export async function POST(
     );
   }
 
+  // Resume request: short path. Just patch the existing tenant, clear
+  // the annotation, mark approved.
+  if (tenantRequest.requestType === "resume") {
+    if (!tenantRequest.tenantName) {
+      // Shouldn't happen — resume requests are created with tenant_name
+      // set. Defensive 500 if it does.
+      return NextResponse.json(
+        { error: "Resume request has no tenant_name" },
+        { status: 500 }
+      );
+    }
+    try {
+      await patchTenantSpec(tenantRequest.tenantName, { suspend: false });
+      // Clear the annotation that pauses the operator's 60-day TTL.
+      // Best-effort — annotation cleanup is also done by the operator
+      // when it sees suspend=false on the next reconcile (it clears
+      // status.suspendedAt), but explicitly clearing here keeps the
+      // CR clean.
+      try {
+        await setTenantAnnotation(
+          tenantRequest.tenantName,
+          "pieced.ch/resume-request-pending",
+          null
+        );
+      } catch (e) {
+        console.warn(
+          "post-approve annotation clear failed; not blocking",
+          e
+        );
+      }
+
+      await updateTenantRequestStatus(id, "approved", { adminNotes });
+
+      await sendResumeApprovalEmail(
+        tenantRequest.contactEmail,
+        tenantRequest.contactName,
+        tenantRequest.companyName
+      ).catch((e) => console.error("resume approval email failed:", e));
+
+      return NextResponse.json({
+        message: "Resume approved. Tenant is reactivating.",
+        tenantName: tenantRequest.tenantName,
+      });
+    } catch (e: any) {
+      console.error("Resume approval failed:", e);
+      return NextResponse.json(
+        { error: safeError(e, "Failed to approve resume") },
+        { status: 500 }
+      );
+    }
+  }
+
   const isReApproval = tenantRequest.status === "rejected";
 
   // Build the CR name: see `lib/tenant-naming.ts` for the format spec.

src/app/api/admin/requests/[id]/reject/route.ts

@@ -1,11 +1,19 @@
 import { NextResponse } from "next/server";
 import { requirePlatformRole } from "@/lib/session";
 import { getTenantRequestById, updateTenantRequestStatus } from "@/lib/db";
-import { sendRejectionEmail } from "@/lib/email";
+import { setTenantAnnotation } from "@/lib/k8s";
+import { sendRejectionEmail, sendResumeRejectionEmail } from "@/lib/email";
 
 /**
  * POST /api/admin/requests/[id]/reject
  * Reject a tenant request and notify the customer.
+ *
+ * For resume requests (Bug 37a): also clears the
+ * `pieced.ch/resume-request-pending` annotation on the tenant CR.
+ * The operator's 60-day TTL then resumes counting from the original
+ * suspendedAt — rejection doesn't reset it. The customer can submit
+ * a fresh resume request later if circumstances change, but that
+ * starts a new pending row and re-stamps the annotation.
  */
 export async function POST(
   request: Request,
@@ -37,13 +45,45 @@ export async function POST(
     adminNotes,
   });
 
-  // Notify customer
+  // Resume rejection: clear the annotation so the operator's TTL
-  await sendRejectionEmail(
+  // resumes. Best-effort — failure is logged, not propagated.
-    tenantRequest.contactEmail,
+  if (
-    tenantRequest.contactName,
+    tenantRequest.requestType === "resume" &&
-    tenantRequest.companyName,
+    tenantRequest.tenantName
-    adminNotes
+  ) {
-  );
+    try {
+      await setTenantAnnotation(
+        tenantRequest.tenantName,
+        "pieced.ch/resume-request-pending",
+        null
+      );
+    } catch (e) {
+      console.warn(
+        "post-reject annotation clear failed; operator's TTL will pause until annotation removed by admin",
+        e
+      );
+    }
+  }
+
+  // Notify customer. Resume requests get a different email — the
+  // tenant already exists; copy needs to mention "stays suspended" and
+  // the 60-day retention deadline. Provision rejections use the
+  // original onboarding-rejection wording.
+  if (tenantRequest.requestType === "resume") {
+    await sendResumeRejectionEmail(
+      tenantRequest.contactEmail,
+      tenantRequest.contactName,
+      tenantRequest.companyName,
+      adminNotes
+    );
+  } else {
+    await sendRejectionEmail(
+      tenantRequest.contactEmail,
+      tenantRequest.contactName,
+      tenantRequest.companyName,
+      adminNotes
+    );
+  }
 
   return NextResponse.json({
     message: "Request rejected.",

src/app/api/billing/route.ts

@@ -0,0 +1,128 @@
+import { NextRequest, NextResponse } from "next/server";
+import { z } from "zod";
+import { getSessionUser, canMutate } from "@/lib/session";
+import { getOrgBilling, upsertOrgBilling } from "@/lib/db";
+import { safeError } from "@/lib/errors";
+
+/**
+ * Org-scoped billing API (Bug 35).
+ *
+ * GET — return the current billing record for the caller's org, or
+ * 404 if none has been captured yet. The /settings/billing page
+ * renders an empty form on 404 (first-time edit) and a pre-filled
+ * form on 200.
+ *
+ * PUT — upsert the billing record. Required for any subsequent tenant
+ * provisioning unless the caller is on a personal org. Validation:
+ *   - All address fields required.
+ *   - VAT number required for company orgs (where `user.isPersonal`
+ *     is false). Optional for personal orgs.
+ *   - billing_email validated as RFC-5322-ish.
+ *
+ * Authorization:
+ *   - GET: any authenticated user in the org. We expose only their
+ *     own org's billing — orgId is scoped from the session.
+ *   - PUT: owners and platform admins (canMutate check). Customers
+ *     in `user` role cannot edit billing.
+ */
+
+const billingSchema = z.object({
+  companyName: z.string().min(1).max(200),
+  streetAddress: z.string().min(1).max(200),
+  postalCode: z.string().min(1).max(20),
+  city: z.string().min(1).max(100),
+  country: z.string().min(2).max(3), // ISO 3166-1 alpha-2 or alpha-3
+  vatNumber: z
+    .string()
+    .max(50)
+    .nullable()
+    .optional()
+    .transform((v) => (v && v.trim() !== "" ? v.trim() : null)),
+  billingEmail: z.string().email().max(200),
+  notes: z
+    .string()
+    .max(2000)
+    .nullable()
+    .optional()
+    .transform((v) => (v && v.trim() !== "" ? v.trim() : null)),
+});
+
+export async function GET() {
+  const user = await getSessionUser();
+  if (!user) {
+    return NextResponse.json({ error: "Unauthorized" }, { status: 401 });
+  }
+  const billing = await getOrgBilling(user.orgId);
+  if (!billing) {
+    // 404 carries semantic meaning here — "no record yet". Callers
+    // (settings page, wizard) treat this as the empty-form state.
+    return NextResponse.json(
+      { error: "No billing record for this org" },
+      { status: 404 }
+    );
+  }
+  return NextResponse.json({ billing });
+}
+
+export async function PUT(req: NextRequest) {
+  const user = await getSessionUser();
+  if (!user) {
+    return NextResponse.json({ error: "Unauthorized" }, { status: 401 });
+  }
+  if (!canMutate(user)) {
+    return NextResponse.json({ error: "Forbidden" }, { status: 403 });
+  }
+
+  const body = await req.json().catch(() => null);
+  const parsed = billingSchema.safeParse(body);
+  if (!parsed.success) {
+    return NextResponse.json(
+      { error: "Invalid input", details: parsed.error.flatten() },
+      { status: 400 }
+    );
+  }
+
+  // Company orgs (B2B) require companyName AND VAT. Personal orgs
+  // (B2C — private individuals) need neither; their /settings/billing
+  // form hides both fields and we don't ask the API to enforce them.
+  if (!user.isPersonal) {
+    const missing: Record<string, string[]> = {};
+    if (!parsed.data.companyName || parsed.data.companyName.trim().length === 0) {
+      missing.companyName = ["Required for companies"];
+    }
+    if (!parsed.data.vatNumber) {
+      missing.vatNumber = ["Required for companies"];
+    }
+    if (Object.keys(missing).length > 0) {
+      return NextResponse.json(
+        {
+          error:
+            "Company name and VAT number are required for company accounts.",
+          details: { fieldErrors: missing },
+        },
+        { status: 400 }
+      );
+    }
+  }
+
+  try {
+    const billing = await upsertOrgBilling({
+      zitadelOrgId: user.orgId,
+      companyName: parsed.data.companyName,
+      streetAddress: parsed.data.streetAddress,
+      postalCode: parsed.data.postalCode,
+      city: parsed.data.city,
+      country: parsed.data.country,
+      vatNumber: parsed.data.vatNumber,
+      billingEmail: parsed.data.billingEmail,
+      notes: parsed.data.notes,
+    });
+    return NextResponse.json({ billing });
+  } catch (e: any) {
+    console.error("Failed to upsert org billing:", e);
+    return NextResponse.json(
+      { error: safeError(e, "Failed to save billing") },
+      { status: 500 }
+    );
+  }
+}

src/app/api/onboarding/[id]/route.ts

@@ -6,6 +6,7 @@ import {
   updateTenantRequestEditableFields,
 } from "@/lib/db";
 import { encryptSecrets } from "@/lib/crypto";
+import { setTenantAnnotation } from "@/lib/k8s";
 import { onboardingSchema } from "@/lib/validation";
 import { safeError } from "@/lib/errors";
 
@@ -91,6 +92,25 @@ export async function DELETE(
 
   try {
     await updateTenantRequestStatus(id, "cancelled");
+
+    // Customer cancels their own pending resume request: clear the
+    // operator-side annotation so the 60-day TTL resumes counting.
+    // Best-effort — the operator handles missing annotation gracefully.
+    if (tr.requestType === "resume" && tr.tenantName) {
+      try {
+        await setTenantAnnotation(
+          tr.tenantName,
+          "pieced.ch/resume-request-pending",
+          null
+        );
+      } catch (e) {
+        console.warn(
+          "post-cancel annotation clear failed; not blocking",
+          e
+        );
+      }
+    }
+
     return NextResponse.json({ message: "Request cancelled.", id });
   } catch (e: any) {
     console.error("Failed to cancel request:", e);

src/app/api/onboarding/route.ts

@@ -6,6 +6,8 @@ import {
   listTenantRequestsByOrgId,
   listActiveTenantRequestsByOrgId,
   getMostRecentApprovedRequestForOrg,
+  getOrgBilling,
+  upsertOrgBilling,
 } from "@/lib/db";
 import { getTenant, listTenants } from "@/lib/k8s";
 import {
@@ -16,7 +18,7 @@ import {
 import { sendAdminNotificationEmail } from "@/lib/email";
 import { encryptSecrets } from "@/lib/crypto";
 import { isPersonalOrgName } from "@/lib/personal-org";
-import { onboardingSchema } from "@/lib/validation";
+import { onboardingSchema, billingAddressSchema } from "@/lib/validation";
 import type { OnboardingInput, PiecedTenant, TenantRequest } from "@/types";
 import { z } from "zod";
 
@@ -255,8 +257,137 @@ export async function POST(request: Request) {
   const companyName = prior?.companyName ?? user.orgName;
   const contactName = prior?.contactName ?? user.name;
   const contactEmail = prior?.contactEmail ?? user.email;
-  const billingAddress = prior?.billingAddress ?? input.billingAddress;
+
-  const billingNotes = input.billingNotes ?? prior?.billingNotes;
+  // Bug 35: org-scoped billing.
+  //
+  // Resolution rules:
+  //   1. If org_billing exists, use it (synthesise a BillingAddress
+  //      shape for the audit copy on tenant_requests). Wizard's
+  //      submitted billingAddress is ignored — the org has billing
+  //      on file, the wizard skipped that step.
+  //   2. If no org_billing AND wizard supplied billingAddress, use
+  //      the wizard's data and save to org_billing for next time.
+  //      VAT is enforced by billingAddressSchema (required for
+  //      everyone).
+  //   3. If no org_billing AND no wizard billingAddress: reject.
+  //      Billing is required for all customers regardless of
+  //      personal/company org structure — we're a commercial
+  //      product. Personal accounts (sole proprietors, individuals)
+  //      are still subject to billing capture.
+  //
+  // The synthetic BillingAddress for case 1 collapses fields that
+  // org_billing has more granularly; good enough for audit, since
+  // /settings/billing is the authoritative editor going forward.
+  const orgBilling = await getOrgBilling(user.orgId);
+  let billingAddress: TenantRequest["billingAddress"];
+  let billingNotes = input.billingNotes ?? prior?.billingNotes;
+
+  if (orgBilling) {
+    billingAddress = {
+      company: orgBilling.companyName,
+      street: orgBilling.streetAddress,
+      postalCode: orgBilling.postalCode,
+      city: orgBilling.city,
+      country: orgBilling.country,
+      vatNumber: orgBilling.vatNumber ?? undefined,
+    };
+  } else if (input.billingAddress) {
+    // Wizard supplied billing — re-validate the strict shape (the
+    // outer onboardingSchema marks it optional now, so we can't rely
+    // on its enforcement of the inner required fields).
+    const billingCheck = billingAddressSchema.safeParse(input.billingAddress);
+    if (!billingCheck.success) {
+      return NextResponse.json(
+        {
+          error: "Invalid billing address",
+          details: billingCheck.error.flatten(),
+        },
+        { status: 400 }
+      );
+    }
+
+    // Company orgs (B2B) require companyName AND vatNumber.
+    // Personal orgs (B2C — private individuals) require neither;
+    // the wizard hides both fields for them and the API doesn't
+    // enforce.
+    if (!isPersonal) {
+      const missing: Record<string, string[]> = {};
+      if (
+        !billingCheck.data.company ||
+        billingCheck.data.company.trim().length === 0
+      ) {
+        missing["billingAddress.company"] = ["Required for companies"];
+      }
+      if (
+        !billingCheck.data.vatNumber ||
+        billingCheck.data.vatNumber.length === 0
+      ) {
+        missing["billingAddress.vatNumber"] = ["Required for companies"];
+      }
+      if (Object.keys(missing).length > 0) {
+        return NextResponse.json(
+          {
+            error:
+              "Company name and VAT number are required for company accounts.",
+            details: { fieldErrors: missing },
+          },
+          { status: 400 }
+        );
+      }
+    }
+
+    billingAddress = billingCheck.data;
+
+    // Persist to org_billing. For personal customers (B2C, no
+    // company line), fall back to their display name from the
+    // session — invoices addressed to their actual name rather than
+    // an opaque org id like "personal-3f2a8b1c". For companies the
+    // wizard's company field is filled.
+    const personalDisplayName = (user.name || user.email || "").trim();
+    try {
+      await upsertOrgBilling({
+        zitadelOrgId: user.orgId,
+        companyName:
+          (billingCheck.data.company || "").trim() ||
+          (isPersonal ? personalDisplayName : user.orgName) ||
+          user.orgName,
+        streetAddress: billingCheck.data.street,
+        postalCode: billingCheck.data.postalCode,
+        city: billingCheck.data.city,
+        country: billingCheck.data.country,
+        // Personal: undefined (no VAT). Company: enforced non-empty
+        // by the check above.
+        vatNumber: isPersonal ? null : billingCheck.data.vatNumber!,
+        billingEmail: contactEmail,
+        notes: billingNotes ?? null,
+      });
+    } catch (e) {
+      // Non-fatal — the tenant_request still gets created with the
+      // billingAddress audit copy. The customer can re-save via
+      // /settings/billing if this failed.
+      console.warn(
+        "failed to save org_billing on first capture; tenant_request still created with audit copy",
+        e
+      );
+    }
+  } else {
+    // No billing supplied AND no org_billing record. Required for
+    // everyone — commercial product, no personal-orgs-skip
+    // shortcut. Customer must complete the wizard's billing step
+    // or set up /settings/billing first.
+    return NextResponse.json(
+      {
+        error:
+          "Billing information is required. Please complete the billing step or set it up at /settings/billing.",
+        details: {
+          fieldErrors: {
+            billingAddress: ["Required"],
+          },
+        },
+      },
+      { status: 400 }
+    );
+  }
 
   const tenantRequest = await createTenantRequest({
     zitadelOrgId: user.orgId,

src/app/api/support/tickets/[id]/comments/route.ts

@@ -0,0 +1,149 @@
+import { NextRequest, NextResponse } from "next/server";
+import { z } from "zod";
+import { getSessionUser } from "@/lib/session";
+import {
+  getSupportTicketById,
+  createSupportTicketComment,
+  updateSupportTicket,
+} from "@/lib/db";
+import {
+  sendSupportTicketReplyEmail,
+  sendSupportAdminNotificationEmail,
+} from "@/lib/email";
+import { safeError } from "@/lib/errors";
+import type { SupportTicketStatus } from "@/types";
+
+/**
+ * Comments on a support ticket (Feature 5). Threaded chronologically;
+ * no nested replies.
+ *
+ * Auto status transitions on comment:
+ *   - Customer reply on a `waiting_for_customer` → `in_progress`
+ *     (the ball is back in admin's court).
+ *   - Customer reply on a `resolved` ticket → `reopened`
+ *     (customer disagreed with the resolution).
+ *   - Admin reply on `open` or `reopened` → `in_progress`
+ *     (signals admin has engaged).
+ *   - Admin reply on `in_progress` → `waiting_for_customer`
+ *     (admin's response, ball is in customer's court).
+ *   - Otherwise no change.
+ *
+ * The auto-bump is opportunistic — caller may pass an explicit
+ * status override via the PATCH endpoint instead. We only auto-bump
+ * here when no comment-side override is provided (the comment POST
+ * doesn't accept a status field).
+ *
+ * Email rules:
+ *   - Customer replies → admin queue gets an "admin notification" email.
+ *   - Admin replies → customer gets a reply email (with the body
+ *     inline so they can read on mobile without clicking).
+ *   - No "you just commented" confirmation back to the author.
+ *
+ * The customer reply path skips the separate status-change email
+ * even when the status auto-bumps, on the principle that one email
+ * per action is enough; the admin will see the reply notification
+ * and the new status in the queue.
+ */
+
+const createSchema = z.object({
+  body: z.string().trim().min(1, "required").max(10_000),
+});
+
+/**
+ * Compute the auto-bumped status (if any) for a comment from a given
+ * author kind. Returns the new status if it should change, or null
+ * if it should stay the same.
+ */
+function autoBumpStatus(
+  current: SupportTicketStatus,
+  authorKind: "customer" | "admin"
+): SupportTicketStatus | null {
+  if (authorKind === "customer") {
+    if (current === "waiting_for_customer") return "in_progress";
+    if (current === "resolved") return "reopened";
+    return null;
+  }
+  // admin
+  if (current === "open" || current === "reopened") return "in_progress";
+  if (current === "in_progress") return "waiting_for_customer";
+  return null;
+}
+
+export async function POST(
+  req: NextRequest,
+  { params }: { params: Promise<{ id: string }> }
+) {
+  const user = await getSessionUser();
+  if (!user) {
+    return NextResponse.json({ error: "Unauthorized" }, { status: 401 });
+  }
+  const { id } = await params;
+  const ticket = await getSupportTicketById(id);
+  if (!ticket) {
+    return NextResponse.json({ error: "Not found" }, { status: 404 });
+  }
+  // Same authorization as the GET on the parent resource.
+  if (!user.isPlatform && ticket.zitadelUserId !== user.id) {
+    return NextResponse.json({ error: "Not found" }, { status: 404 });
+  }
+
+  const body = await req.json().catch(() => null);
+  const parsed = createSchema.safeParse(body);
+  if (!parsed.success) {
+    return NextResponse.json(
+      { error: "Invalid input", details: parsed.error.flatten() },
+      { status: 400 }
+    );
+  }
+
+  const authorKind: "customer" | "admin" = user.isPlatform
+    ? "admin"
+    : "customer";
+
+  try {
+    const comment = await createSupportTicketComment({
+      ticketId: id,
+      authorUserId: user.id,
+      authorName: user.name,
+      authorKind,
+      body: parsed.data.body,
+    });
+
+    // Auto-bump status if the comment changes the ball's court.
+    const nextStatus = autoBumpStatus(ticket.status, authorKind);
+    if (nextStatus) {
+      await updateSupportTicket(id, { status: nextStatus });
+    }
+
+    // Email the other side. Customer's reply → admin queue;
+    // admin's reply → customer.
+    if (authorKind === "customer") {
+      sendSupportAdminNotificationEmail({
+        reason: "replied",
+        ticketId: ticket.id,
+        title: ticket.title,
+        contactName: ticket.contactName,
+        contactEmail: ticket.contactEmail,
+        body: parsed.data.body,
+        category: ticket.category,
+      }).catch((e) => console.error("admin notification:", e));
+    } else {
+      sendSupportTicketReplyEmail({
+        to: ticket.contactEmail,
+        contactName: ticket.contactName,
+        ticketId: ticket.id,
+        title: ticket.title,
+        authorName: user.name,
+        body: parsed.data.body,
+      }).catch((e) => console.error("reply email:", e));
+    }
+
+    return NextResponse.json({ comment }, { status: 201 });
+  } catch (e: any) {
+    console.error("Failed to create support ticket comment:", e);
+    return NextResponse.json(
+      { error: safeError(e, "Failed to add comment") },
+      { status: 500 }
+    );
+  }
+}

src/app/api/support/tickets/[id]/route.ts

@@ -0,0 +1,132 @@
+import { NextRequest, NextResponse } from "next/server";
+import { z } from "zod";
+import { getSessionUser } from "@/lib/session";
+import {
+  getSupportTicketById,
+  listCommentsForTicket,
+  updateSupportTicket,
+} from "@/lib/db";
+import { sendSupportTicketStatusEmail } from "@/lib/email";
+import { safeError } from "@/lib/errors";
+
+/**
+ * Single support ticket detail (Feature 5).
+ *
+ * GET — returns the ticket plus all comments in chronological order.
+ * Authorization: customer sees their own; platform admin sees any.
+ *
+ * PATCH — change status and/or category. Admin only. Sends a status
+ * change email to the customer if status changed, UNLESS the same
+ * call also creates a comment (in that case the comment endpoint
+ * handles the email so the customer doesn't get two messages).
+ *
+ * No DELETE — tickets are durable history. Resolved tickets stay in
+ * the DB for the audit trail.
+ */
+
+const patchSchema = z.object({
+  status: z
+    .enum(["open", "in_progress", "waiting_for_customer", "resolved", "reopened"])
+    .optional(),
+  category: z
+    .enum(["bug", "feature_request", "question", "billing", "other"])
+    .optional(),
+});
+
+export async function GET(
+  _req: NextRequest,
+  { params }: { params: Promise<{ id: string }> }
+) {
+  const user = await getSessionUser();
+  if (!user) {
+    return NextResponse.json({ error: "Unauthorized" }, { status: 401 });
+  }
+  const { id } = await params;
+  const ticket = await getSupportTicketById(id);
+  if (!ticket) {
+    return NextResponse.json({ error: "Not found" }, { status: 404 });
+  }
+  // Authorization: customer can see their own; platform admin can
+  // see any. Owners cannot see their org's tickets — confirmed by
+  // Feature 5 visibility design (per-user, not per-org).
+  if (!user.isPlatform && ticket.zitadelUserId !== user.id) {
+    // Don't leak existence — same 404 as if the ticket didn't exist.
+    return NextResponse.json({ error: "Not found" }, { status: 404 });
+  }
+  const comments = await listCommentsForTicket(id);
+  return NextResponse.json({ ticket, comments });
+}
+
+export async function PATCH(
+  req: NextRequest,
+  { params }: { params: Promise<{ id: string }> }
+) {
+  const user = await getSessionUser();
+  if (!user) {
+    return NextResponse.json({ error: "Unauthorized" }, { status: 401 });
+  }
+  const { id } = await params;
+  const ticket = await getSupportTicketById(id);
+  if (!ticket) {
+    return NextResponse.json({ error: "Not found" }, { status: 404 });
+  }
+
+  const body = await req.json().catch(() => null);
+  const parsed = patchSchema.safeParse(body);
+  if (!parsed.success) {
+    return NextResponse.json(
+      { error: "Invalid input", details: parsed.error.flatten() },
+      { status: 400 }
+    );
+  }
+
+  // Authorization: status/category changes are admin-only EXCEPT
+  // the customer can close their own ticket via status='resolved'
+  // (Feature 5 design — gives them an "I figured it out, never mind"
+  // escape hatch). Customer cannot reopen via this endpoint — that
+  // happens automatically when they comment on a resolved ticket
+  // (handled in the comments POST).
+  const isCustomerSelfClose =
+    !user.isPlatform &&
+    ticket.zitadelUserId === user.id &&
+    parsed.data.status === "resolved" &&
+    parsed.data.category === undefined;
+
+  if (!user.isPlatform && !isCustomerSelfClose) {
+    return NextResponse.json({ error: "Forbidden" }, { status: 403 });
+  }
+
+  try {
+    const previousStatus = ticket.status;
+    const updated = await updateSupportTicket(id, parsed.data);
+    if (!updated) {
+      return NextResponse.json({ error: "Not found" }, { status: 404 });
+    }
+
+    // Email customer when admin (not the customer themselves)
+    // changes status. Skip on customer-self-close — they know what
+    // they did. Skip when status didn't actually change (admin
+    // edited only category).
+    if (
+      user.isPlatform &&
+      parsed.data.status !== undefined &&
+      parsed.data.status !== previousStatus
+    ) {
+      sendSupportTicketStatusEmail({
+        to: ticket.contactEmail,
+        contactName: ticket.contactName,
+        ticketId: ticket.id,
+        title: ticket.title,
+        newStatus: parsed.data.status,
+      }).catch((e) => console.error("status email:", e));
+    }
+
+    return NextResponse.json({ ticket: updated });
+  } catch (e: any) {
+    console.error("Failed to update support ticket:", e);
+    return NextResponse.json(
+      { error: safeError(e, "Failed to update ticket") },
+      { status: 500 }
+    );
+  }
+}

src/app/api/support/tickets/route.ts

@@ -0,0 +1,103 @@
+import { NextRequest, NextResponse } from "next/server";
+import { z } from "zod";
+import { getSessionUser } from "@/lib/session";
+import {
+  createSupportTicket,
+  listSupportTicketsForUser,
+  listAllSupportTickets,
+} from "@/lib/db";
+import {
+  sendSupportTicketCreatedEmail,
+  sendSupportAdminNotificationEmail,
+} from "@/lib/email";
+import { safeError } from "@/lib/errors";
+
+/**
+ * Support tickets API (Feature 5).
+ *
+ * Visibility: tickets are scoped strictly per-user (zitadel_user_id).
+ * Coworkers in the same org cannot see each other's tickets — this
+ * is the team's design choice for privacy. Platform admins see
+ * everything (the admin queue lives at the same UI but pulls from
+ * a different list).
+ *
+ * GET — for platform users, returns all tickets across all users.
+ * For everyone else, returns only the caller's own tickets. The
+ * client decides the rendering based on user role; we just return
+ * the right list.
+ *
+ * POST — creates a ticket, sends a confirmation email to the
+ * customer and a notification email to the admin distribution list.
+ */
+
+const createSchema = z.object({
+  title: z.string().trim().min(3, "required").max(200),
+  description: z.string().trim().min(10, "required").max(10_000),
+  category: z.enum(["bug", "feature_request", "question", "billing", "other"]),
+});
+
+export async function GET() {
+  const user = await getSessionUser();
+  if (!user) {
+    return NextResponse.json({ error: "Unauthorized" }, { status: 401 });
+  }
+  // Platform admins get the global queue; everyone else sees their
+  // own tickets only. Visibility-by-default-deny: even an org owner
+  // doesn't see their coworkers' tickets, by Feature 5 design.
+  const tickets = user.isPlatform
+    ? await listAllSupportTickets()
+    : await listSupportTicketsForUser(user.id);
+  return NextResponse.json({ tickets });
+}
+
+export async function POST(req: NextRequest) {
+  const user = await getSessionUser();
+  if (!user) {
+    return NextResponse.json({ error: "Unauthorized" }, { status: 401 });
+  }
+  const body = await req.json().catch(() => null);
+  const parsed = createSchema.safeParse(body);
+  if (!parsed.success) {
+    return NextResponse.json(
+      { error: "Invalid input", details: parsed.error.flatten() },
+      { status: 400 }
+    );
+  }
+  try {
+    const ticket = await createSupportTicket({
+      zitadelOrgId: user.orgId,
+      zitadelUserId: user.id,
+      title: parsed.data.title,
+      description: parsed.data.description,
+      category: parsed.data.category,
+      contactName: user.name,
+      contactEmail: user.email,
+    });
+
+    // Fire-and-log email notifications. Both are best-effort;
+    // failure to send doesn't roll back the ticket creation.
+    sendSupportTicketCreatedEmail({
+      to: user.email,
+      contactName: user.name,
+      ticketId: ticket.id,
+      title: ticket.title,
+    }).catch((e) => console.error("ticket created email:", e));
+    sendSupportAdminNotificationEmail({
+      reason: "created",
+      ticketId: ticket.id,
+      title: ticket.title,
+      contactName: user.name,
+      contactEmail: user.email,
+      body: ticket.description,
+      category: ticket.category,
+    }).catch((e) => console.error("admin notification:", e));
+
+    return NextResponse.json({ ticket }, { status: 201 });
+  } catch (e: any) {
+    console.error("Failed to create support ticket:", e);
+    return NextResponse.json(
+      { error: safeError(e, "Failed to create ticket") },
+      { status: 500 }
+    );
+  }
+}

src/app/api/tenants/[name]/resume-request/route.ts

@@ -0,0 +1,199 @@
+import { NextRequest, NextResponse } from "next/server";
+import { z } from "zod";
+import { getSessionUser, canMutate } from "@/lib/session";
+import { getTenant, setTenantAnnotation } from "@/lib/k8s";
+import { canUserSeeTenant } from "@/lib/visibility";
+import {
+  createResumeRequest,
+  getPendingResumeRequestForTenant,
+  getTenantRequestByTenantName,
+} from "@/lib/db";
+import { sendResumeRequestAdminNotificationEmail } from "@/lib/email";
+import { safeError } from "@/lib/errors";
+
+/**
+ * Body schema. Both fields optional; the customer can submit a
+ * resume request with no body at all (the JS client sends `{}`),
+ * or with a note explaining their reactivation rationale.
+ *
+ * Length cap mirrors `billing_notes` (2000 chars) — same lower
+ * bound for "free-form text we don't want abused".
+ */
+const bodySchema = z.object({
+  customerNotes: z
+    .string()
+    .trim()
+    .max(2000)
+    .optional()
+    .transform((v) => (v && v.length > 0 ? v : undefined)),
+});
+
+/**
+ * POST /api/tenants/[name]/resume-request
+ *
+ * Owner-initiated request to reactivate a suspended tenant (Bug 37a).
+ * Creates a pending tenant_request of type 'resume' for admin review,
+ * and stamps the PiecedTenant CR with an annotation that pauses the
+ * operator's 60-day deletion timer.
+ *
+ * Why a request flow at all
+ * -------------------------
+ * Customers can self-serve cancel; resume requires admin oversight.
+ * Reactivation may involve re-validating billing, confirming the
+ * customer still wants to be active, or other manual steps. The
+ * request flow gives admins a queue to review, with the same approve/
+ * reject UX as initial provision requests.
+ *
+ * Authorization
+ * -------------
+ * Owners and platform admins. Platform admins shouldn't normally use
+ * this endpoint — they have direct PATCH suspend access — but it's
+ * permissive in case admin tooling pivots.
+ *
+ * Validation
+ * ----------
+ *  - Tenant must exist and be visible to the caller.
+ *  - Tenant must be currently suspended. Resuming an active tenant
+ *    is meaningless.
+ *  - At most one pending resume request per tenant. Enforced by the
+ *    DB's partial unique index, but we also check explicitly here to
+ *    return a friendly 409 instead of a 500.
+ *
+ * Side effects on success
+ * -----------------------
+ *  - INSERT into tenant_requests (request_type='resume', status='pending')
+ *  - PATCH annotation `pieced.ch/resume-request-pending=<request-id>` on
+ *    the CR. This is the operator's signal to pause its 60-day deletion
+ *    timer until the request transitions to terminal.
+ *
+ * The annotation set is best-effort: if the K8s PATCH fails after the
+ * DB insert, the row exists without the annotation. The customer
+ * sees the request as pending; admin can still approve. The only
+ * functional consequence is the 60-day timer doesn't pause until the
+ * next request transition, which is fine in practice (admin response
+ * times are dramatically shorter than 60 days).
+ */
+export async function POST(
+  req: NextRequest,
+  { params }: { params: Promise<{ name: string }> }
+) {
+  const user = await getSessionUser();
+  if (!user) {
+    return NextResponse.json({ error: "Unauthorized" }, { status: 401 });
+  }
+  if (!canMutate(user)) {
+    return NextResponse.json({ error: "Forbidden" }, { status: 403 });
+  }
+
+  const { name } = await params;
+  const tenant = await getTenant(name);
+  if (!tenant) {
+    return NextResponse.json({ error: "Not found" }, { status: 404 });
+  }
+  if (!(await canUserSeeTenant(user, tenant))) {
+    return NextResponse.json({ error: "Not found" }, { status: 404 });
+  }
+
+  if (!tenant.spec.suspend) {
+    return NextResponse.json(
+      { error: "Tenant is not suspended; nothing to resume." },
+      { status: 409 }
+    );
+  }
+
+  // Body is optional — the customer can submit a resume request
+  // with no payload at all, or attach a free-form note.
+  const rawBody = await req.json().catch(() => ({}));
+  const parsed = bodySchema.safeParse(rawBody ?? {});
+  if (!parsed.success) {
+    return NextResponse.json(
+      { error: "Invalid input", details: parsed.error.flatten() },
+      { status: 400 }
+    );
+  }
+  const customerNotes = parsed.data.customerNotes;
+
+  // Already a pending request? Don't duplicate.
+  const existing = await getPendingResumeRequestForTenant(name);
+  if (existing) {
+    return NextResponse.json(
+      {
+        error: "A resume request for this tenant is already pending.",
+        request: { id: existing.id, createdAt: existing.createdAt },
+      },
+      { status: 409 }
+    );
+  }
+
+  // Pull traceability fields (companyName, agentName) from the original
+  // provision request. The schema marks these NOT NULL, so we have to
+  // populate them; copying from the provision row keeps the resume
+  // row navigable in the admin UI without making up values.
+  const provision = await getTenantRequestByTenantName(name);
+
+  try {
+    const resumeRequest = await createResumeRequest({
+      tenantName: name,
+      zitadelOrgId:
+        tenant.metadata.labels?.["pieced.ch/zitadel-org-id"] ?? user.orgId,
+      zitadelUserId: user.id,
+      contactName: user.name,
+      contactEmail: user.email,
+      companyName: provision?.companyName ?? tenant.spec.displayName ?? name,
+      agentName: provision?.agentName ?? "Assistant",
+      customerNotes,
+    });
+
+    // Stamp the annotation so the operator pauses its TTL. If this
+    // fails the request still exists; surface the error so admin
+    // tooling can re-stamp if needed, but don't roll back.
+    try {
+      await setTenantAnnotation(
+        name,
+        "pieced.ch/resume-request-pending",
+        resumeRequest.id
+      );
+    } catch (e) {
+      console.warn(
+        "resume request created but annotation could not be set; operator's 60-day timer will not pause until next reconcile triggered by request transition",
+        e
+      );
+    }
+
+    // Notify admin distribution. Fire-and-log: failure to email
+    // doesn't roll back the request creation. The customer's note
+    // (if any) is included so admin can triage from the email
+    // without opening the queue.
+    sendResumeRequestAdminNotificationEmail({
+      tenantName: name,
+      companyName: resumeRequest.companyName,
+      contactName: resumeRequest.contactName,
+      contactEmail: resumeRequest.contactEmail,
+      customerNotes,
+    }).catch((e) =>
+      console.error("resume admin notification email failed:", e)
+    );
+
+    return NextResponse.json(
+      {
+        message: "Resume request submitted. An admin will review shortly.",
+        request: { id: resumeRequest.id, status: resumeRequest.status },
+      },
+      { status: 201 }
+    );
+  } catch (e: any) {
+    // Unique violation (a pending row already exists for this tenant)
+    // is friendly-handled above; this catches everything else.
+    if (e.code === "23505") {
+      return NextResponse.json(
+        { error: "A resume request for this tenant is already pending." },
+        { status: 409 }
+      );
+    }
+    console.error("Resume request creation failed:", e);
+    return NextResponse.json(
+      { error: safeError(e, "Failed to submit resume request") },
+      { status: 500 }
+    );
+  }
+}

src/app/api/tenants/[name]/suspend/route.ts

@@ -1,7 +1,7 @@
 import { NextRequest, NextResponse } from "next/server";
 import { z } from "zod";
 import { getSessionUser, canMutate } from "@/lib/session";
-import { getTenant, patchTenantSpec } from "@/lib/k8s";
+import { getTenant, patchTenantSpec, setTenantAnnotation } from "@/lib/k8s";
 import { canUserSeeTenant } from "@/lib/visibility";
 import { safeError } from "@/lib/errors";
 
@@ -12,37 +12,38 @@ const patchSchema = z.object({
 /**
  * PATCH /api/tenants/[name]/suspend
  *
- * Customer-side "Cancel subscription" / "Resume" toggle (Bug 31).
+ * Direct suspend control on the PiecedTenant CR. Sets `spec.suspend`
+ * to true (cancel) or false (resume).
  *
- * Sets `spec.suspend` on the PiecedTenant CR. The operator interprets
+ * Authorization (Bug 37a)
- * this flag as "stop reconciling this tenant" — workloads, packages,
+ * -----------------------
- * and channel-user changes are no longer applied. Existing data is
+ * - suspend=true  → owners and platform admins may call.
- * preserved (namespace, ConfigMaps, OpenBao secrets, CNPG database,
+ * - suspend=false → platform admins ONLY. Owners must go through the
- * billing records). Resuming sets the flag back to false and the
+ *   resume-request flow (POST /api/tenants/[name]/resume-request),
- * operator picks up reconciliation on the next loop.
+ *   which creates a pending request for admin approval. This
+ *   asymmetry is by design: cancellation is self-service (low risk;
+ *   reversible by request); reactivation requires admin oversight
+ *   (e.g. to re-validate billing, confirm intent).
  *
- * Authorization
+ * Customer flow:
- * -------------
+ *   - Cancel:  PATCH suspend=true  here
- * - Customer-side: only an `owner` of the tenant's org may call this.
+ *   - Resume:  POST /resume-request — creates a 'resume' tenant_request,
- *   `canMutate` is the right gate (mirrors the rest of the customer
+ *              admin approves via /api/admin/requests/[id]/approve which
- *   API surface). User-role members cannot cancel a subscription.
+ *              then PATCHes suspend=false here as a platform user.
- * - Platform staff: allowed via `canMutate`'s isPlatform branch, but
- *   in practice they should use admin tooling for this — the action
- *   is exposed here for the customer's benefit.
  *
- * Visibility check is via `canUserSeeTenant` — same notFound() trick
+ * Workload behaviour
- * as the detail page, so we don't leak existence of tenants the
+ * ------------------
- * caller can't see.
+ * On suspend=true the operator deletes the OpenClawInstance, stopping
+ * the pod within seconds. Tenant data — namespace, ConfigMaps,
+ * OpenBao secrets, CNPG database, LiteLLM team — is retained.
  *
- * Note on workload teardown
+ * Suspended tenants enter a 60-day retention window (operator
- * -------------------------
+ * constant `retentionAfterSuspend`); after that, the tenant is fully
- * As of this writing, the operator's `suspend` handling is "skip
+ * deleted unless a pending resume request exists. The operator
- * reconciliation and set status.phase to Suspended". The underlying
+ * checks the `pieced.ch/resume-request-pending` annotation to know
- * StatefulSet keeps running until next reconciliation, which won't
+ * about pending requests; we set it here when admin approves the
- * happen while suspended. Group D will add scale-to-zero so cancelled
+ * resume (transitively, via the admin-approve endpoint), and clear
- * subscriptions actually stop incurring compute. Until then, an
+ * it when the request reaches a terminal state.
- * operator following up with a `kubectl scale` is the workaround.
- * Customer data is preserved either way.
  */
 export async function PATCH(
   req: NextRequest,
@@ -76,6 +77,18 @@ export async function PATCH(
   }
   const { suspend } = parsed.data;
 
+  // Bug 37a: resume (suspend=false) is platform-admin only via this
+  // endpoint. Owners must go through the resume-request flow.
+  if (!suspend && !user.isPlatform) {
+    return NextResponse.json(
+      {
+        error:
+          "Resume requires platform-admin approval. Submit a resume request via /api/tenants/[name]/resume-request.",
+      },
+      { status: 403 }
+    );
+  }
+
   // No-op early exit. Avoids a needless K8s patch + status churn when
   // the user double-clicks the button or the UI is briefly out of sync.
   if (Boolean(tenant.spec.suspend) === suspend) {
@@ -87,10 +100,32 @@ export async function PATCH(
 
   try {
     await patchTenantSpec(name, { suspend });
+
+    // On admin-side resume, also clear the pending-resume-request
+    // annotation if it exists. Belt-and-suspenders: the admin-approve
+    // endpoint already clears it on its happy path, but a platform
+    // user resuming directly via this endpoint shouldn't leave the
+    // annotation behind. Best-effort: failure to clear the annotation
+    // is logged but doesn't fail the resume.
+    if (!suspend) {
+      try {
+        await setTenantAnnotation(
+          name,
+          "pieced.ch/resume-request-pending",
+          null
+        );
+      } catch (e) {
+        console.warn(
+          "failed to clear resume-request-pending annotation; operator will see it stale until next request transition",
+          e
+        );
+      }
+    }
+
     return NextResponse.json(
       {
         message: suspend
-          ? "Subscription cancelled. Your data is preserved."
+          ? "Subscription cancelled. Your data is preserved for 60 days."
           : "Subscription resumed.",
         suspend,
       },

src/components/admin/admin-panel.tsx

@@ -362,9 +362,40 @@ export function AdminPanel({ initialTenants }: AdminPanelProps) {
                         className="border-b border-border last:border-0 hover:bg-surface-2/50 transition-colors"
                       >
                         <td className="px-4 py-3">
-                          <div className="font-medium text-text-primary text-sm">
+                          <div className="font-medium text-text-primary text-sm flex items-center gap-2">
                             {req.companyName}
+                            {/* Bug 37a: distinguish resume requests in the
+                                queue. Provision and resume share status
+                                semantics but very different action
+                                consequences — a resume approval just
+                                un-suspends an existing tenant, no
+                                provisioning workflow runs. */}
+                            {req.requestType === "resume" && (
+                              <span
+                                className="px-1.5 py-0.5 text-[10px] font-semibold rounded uppercase tracking-wider bg-success/15 text-success"
+                                title={t("resumeRequestTooltip")}
+                              >
+                                {t("resumeRequestBadge")}
+                              </span>
+                            )}
                           </div>
+                          {req.requestType === "resume" && req.tenantName && (
+                            <div className="text-text-muted text-xs font-mono mt-0.5">
+                              {req.tenantName}
+                            </div>
+                          )}
+                          {/* Feature 6: customer's reactivation rationale,
+                              shown inline so admin can triage without
+                              opening a detail view. Truncated for
+                              queue density; full content on hover. */}
+                          {req.requestType === "resume" && req.customerNotes && (
+                            <div
+                              className="text-text-secondary text-xs mt-1 max-w-[280px] line-clamp-2 whitespace-pre-wrap"
+                              title={req.customerNotes}
+                            >
+                              {req.customerNotes}
+                            </div>
+                          )}
                         </td>
                         <td className="px-4 py-3">
                           <div className="text-text-primary text-sm">

src/components/dashboard/budget-editable-card.tsx

@@ -0,0 +1,262 @@
+"use client";
+
+import { useState, useEffect } from "react";
+import { useTranslations } from "next-intl";
+import { Modal } from "@/components/ui/modal";
+
+/**
+ * Format remaining budget as CHF. Same adaptive precision rule as the
+ * usage display: 2 decimals for amounts ≥ 1, 4 for smaller values
+ * so per-request residuals don't round to zero. The currency comes
+ * from LiteLLM via our CHF pricing config — see chf() in
+ * usage-display.tsx for the full reasoning.
+ */
+function formatRemaining(n: number): string {
+  const decimals = Math.abs(n) >= 1 ? 2 : 4;
+  return `CHF ${n.toFixed(decimals)}`;
+}
+
+interface Props {
+  tenantName: string;
+  maxBudget: number | null;
+  remaining: number | null;
+  budgetDuration: string | null;
+  /** Called after a successful save so the parent re-fetches usage. */
+  onSaved: () => void;
+}
+
+/**
+ * Clickable Budget StatCard with edit modal (Feature 7).
+ *
+ * The display side mirrors the read-only StatCard layout exactly so
+ * the grid stays uniform. The "click to edit" hint is implicit via
+ * hover state — a "Set" / "Edit" link in the corner would be louder
+ * but adds clutter on a tile that's already busy. Customers who
+ * mouse over discover it.
+ *
+ * Important UX note shown in the modal: the budget is org-scoped,
+ * not per-tenant. All tenants in the same ZITADEL org share the
+ * underlying LiteLLM team. Without that callout, a customer with
+ * multiple tenants might think they're capping just one.
+ */
+export function BudgetEditableCard({
+  tenantName,
+  maxBudget,
+  remaining,
+  budgetDuration,
+  onSaved,
+}: Props) {
+  const t = useTranslations("usage");
+  const tCommon = useTranslations("common");
+  const [open, setOpen] = useState(false);
+  const [saving, setSaving] = useState(false);
+  const [error, setError] = useState("");
+
+  // Form state. Mode = "unlimited" | "capped". When unlimited, the
+  // duration dropdown is hidden because LiteLLM's reset cadence is
+  // meaningless without a cap.
+  const [mode, setMode] = useState<"unlimited" | "capped">(
+    maxBudget !== null ? "capped" : "unlimited"
+  );
+  const [budgetInput, setBudgetInput] = useState<string>(
+    maxBudget !== null ? String(maxBudget) : ""
+  );
+  const [duration, setDuration] = useState<"30d" | "1mo" | "1y">(
+    (budgetDuration === "30d" ||
+      budgetDuration === "1mo" ||
+      budgetDuration === "1y")
+      ? budgetDuration
+      : "1mo"
+  );
+
+  // Reset form when modal opens — picks up any change made elsewhere
+  // (e.g. another browser tab) since this card was last re-rendered.
+  useEffect(() => {
+    if (open) {
+      setMode(maxBudget !== null ? "capped" : "unlimited");
+      setBudgetInput(maxBudget !== null ? String(maxBudget) : "");
+      setDuration(
+        (budgetDuration === "30d" ||
+          budgetDuration === "1mo" ||
+          budgetDuration === "1y")
+          ? budgetDuration
+          : "1mo"
+      );
+      setError("");
+    }
+  }, [open, maxBudget, budgetDuration]);
+
+  const onSubmit = async (e: React.FormEvent) => {
+    e.preventDefault();
+    setSaving(true);
+    setError("");
+    try {
+      let body: { maxBudget: number | null; budgetDuration: string | null };
+      if (mode === "unlimited") {
+        body = { maxBudget: null, budgetDuration: null };
+      } else {
+        const parsed = parseFloat(budgetInput);
+        if (!Number.isFinite(parsed) || parsed <= 0) {
+          throw new Error(t("budgetInvalid"));
+        }
+        body = { maxBudget: parsed, budgetDuration: duration };
+      }
+      const res = await fetch(
+        `/api/tenants/${encodeURIComponent(tenantName)}/budget`,
+        {
+          method: "PATCH",
+          headers: { "Content-Type": "application/json" },
+          body: JSON.stringify(body),
+        }
+      );
+      if (!res.ok) {
+        const data = await res.json().catch(() => ({}));
+        throw new Error(data.error || t("budgetSaveFailed"));
+      }
+      setOpen(false);
+      onSaved();
+    } catch (e: any) {
+      setError(e.message);
+    } finally {
+      setSaving(false);
+    }
+  };
+
+  return (
+    <>
+      <button
+        type="button"
+        onClick={() => setOpen(true)}
+        className="bg-surface-1 border border-border rounded-xl p-4 text-left hover:border-text-secondary transition-colors group"
+      >
+        <div className="text-xs text-text-muted mb-1 flex items-center justify-between">
+          <span>{t("budget")}</span>
+          <span className="text-[10px] text-text-muted opacity-0 group-hover:opacity-100 transition-opacity">
+            {t("budgetEdit")}
+          </span>
+        </div>
+        <div className="text-lg font-semibold text-text-primary tabular-nums">
+          {remaining !== null ? formatRemaining(remaining) : t("noLimit")}
+        </div>
+      </button>
+
+      {open && (
+        <Modal open={open} onClose={() => setOpen(false)} ariaLabel={t("budgetEditTitle")}>
+          <h3 className="font-display text-lg font-semibold text-text-primary mb-2">
+            {t("budgetEditTitle")}
+          </h3>
+          <p className="text-sm text-text-secondary mb-4">
+            {t("budgetEditDescription")}
+          </p>
+          <div className="text-xs text-amber-400 bg-amber-400/10 border border-amber-400/20 rounded-lg px-3 py-2 mb-5">
+            {t("budgetOrgScopeWarning")}
+          </div>
+
+          <form onSubmit={onSubmit} className="space-y-4">
+            {/* Mode toggle: unlimited vs capped. Two radios are
+                clearer than a single "max" field where 0 means
+                unlimited (which would conflict with our zod
+                validation requiring positive). */}
+            <div className="space-y-2">
+              <label className="flex items-start gap-2 text-sm text-text-primary cursor-pointer">
+                <input
+                  type="radio"
+                  name="budget-mode"
+                  checked={mode === "unlimited"}
+                  onChange={() => setMode("unlimited")}
+                  className="mt-1"
+                />
+                <span>
+                  <span className="font-medium">{t("budgetModeUnlimited")}</span>
+                  <span className="block text-xs text-text-muted">
+                    {t("budgetModeUnlimitedDescription")}
+                  </span>
+                </span>
+              </label>
+              <label className="flex items-start gap-2 text-sm text-text-primary cursor-pointer">
+                <input
+                  type="radio"
+                  name="budget-mode"
+                  checked={mode === "capped"}
+                  onChange={() => setMode("capped")}
+                  className="mt-1"
+                />
+                <span>
+                  <span className="font-medium">{t("budgetModeCapped")}</span>
+                  <span className="block text-xs text-text-muted">
+                    {t("budgetModeCappedDescription")}
+                  </span>
+                </span>
+              </label>
+            </div>
+
+            {mode === "capped" && (
+              <div className="grid grid-cols-1 sm:grid-cols-2 gap-3 pt-2">
+                <div>
+                  <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+                    {t("budgetAmount")} <span className="text-red-400">*</span>
+                  </label>
+                  <div className="relative">
+                    <span className="absolute left-3 top-2 text-sm text-text-muted font-medium">
+                      CHF
+                    </span>
+                    <input
+                      type="number"
+                      min="0.01"
+                      max="1000000"
+                      step="0.01"
+                      required
+                      value={budgetInput}
+                      onChange={(e) => setBudgetInput(e.target.value)}
+                      className="w-full pl-12 pr-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+                    />
+                  </div>
+                </div>
+                <div>
+                  <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+                    {t("budgetResetCadence")}
+                  </label>
+                  <select
+                    value={duration}
+                    onChange={(e) =>
+                      setDuration(e.target.value as "30d" | "1mo" | "1y")
+                    }
+                    className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+                  >
+                    <option value="30d">{t("budgetCadence_30d")}</option>
+                    <option value="1mo">{t("budgetCadence_1mo")}</option>
+                    <option value="1y">{t("budgetCadence_1y")}</option>
+                  </select>
+                </div>
+              </div>
+            )}
+
+            {error && (
+              <div className="text-xs text-red-400 bg-red-400/10 border border-red-400/20 rounded-lg px-3 py-2">
+                {error}
+              </div>
+            )}
+
+            <div className="flex justify-end gap-2 pt-2">
+              <button
+                type="button"
+                onClick={() => setOpen(false)}
+                disabled={saving}
+                className="text-sm px-4 py-2 rounded-lg border border-border text-text-secondary hover:text-text-primary transition-colors"
+              >
+                {tCommon("cancel")}
+              </button>
+              <button
+                type="submit"
+                disabled={saving}
+                className="text-sm px-4 py-2 rounded-lg bg-accent text-white hover:bg-accent/90 transition-colors disabled:opacity-50"
+              >
+                {saving ? tCommon("loading") : tCommon("save")}
+              </button>
+            </div>
+          </form>
+        </Modal>
+      )}
+    </>
+  );
+}

src/components/dashboard/usage-display.tsx

@@ -2,6 +2,7 @@
 
 import { useTranslations } from "next-intl";
 import { useEffect, useState, useCallback } from "react";
+import { BudgetEditableCard } from "@/components/dashboard/budget-editable-card";
 
 interface DailyUsage {
   date: string;
@@ -18,7 +19,17 @@ interface UsageData {
     totalSpend: number;
     requestCount: number;
   };
-  budget: { maxBudget: number | null; spend: number; remaining: number | null };
+  budget: {
+    maxBudget: number | null;
+    spend: number;
+    remaining: number | null;
+    /**
+     * Feature 7: budget reset cadence as stored on LiteLLM.
+     * Strings: "30d" / "1mo" / "1y" / null (no reset). UI maps these
+     * to user-friendly labels.
+     */
+    budgetDuration: string | null;
+  };
   rateLimits: { rpm: number | null; tpm: number | null };
   dailyUsage: DailyUsage[];
 }
@@ -29,8 +40,31 @@ function fmt(n: number): string {
   return n.toString();
 }
 
-function usd(n: number): string {
+/**
-  return `$${n.toFixed(4)}`;
+ * Format a numeric amount as CHF.
+ *
+ * Note on currency labelling: LiteLLM stores raw cost numbers it
+ * receives from upstream (OpenAI/Anthropic), which originate as USD.
+ * The PieCed pricing config (Slice 5) converts those numbers to
+ * CHF before LiteLLM persists them, so the values flowing through
+ * here are already CHF amounts. We label them as such in the UI;
+ * "USD" or "$" anywhere in the customer-facing experience would
+ * be misleading.
+ *
+ * Precision is adaptive:
+ *   - Amounts ≥ 1 CHF: 2 decimals (typical money formatting).
+ *   - Smaller amounts:  4 decimals — per-request inference costs are
+ *                       routinely sub-rappen, and rounding to 2dp
+ *                       would render CHF 0.0042 as "CHF 0.00",
+ *                       which obscures real costs from customers
+ *                       looking at the daily breakdown.
+ *
+ * This is a customer-facing display helper; for storage and
+ * comparisons keep using the raw number.
+ */
+function chf(n: number): string {
+  const decimals = Math.abs(n) >= 1 ? 2 : 4;
+  return `CHF ${n.toFixed(decimals)}`;
 }
 
 function getCurrentMonth(): string {
@@ -69,7 +103,7 @@ function UsageChart({ data }: { data: DailyUsage[] }) {
           const x = i * (barW + 2);
           return (
             <g key={d.date}>
-              <title>{d.date}: {fmt(d.inputTokens)} in / {fmt(d.outputTokens)} out — {usd(d.spend)}</title>
+              <title>{d.date}: {fmt(d.inputTokens)} in / {fmt(d.outputTokens)} out — {chf(d.spend)}</title>
               <rect x={x} y={h - totalH} width={barW} height={totalH - inputH} rx={1} fill="var(--color-accent)" opacity={0.3} />
               <rect x={x} y={h - inputH} width={barW} height={inputH} rx={1} fill="var(--color-accent)" opacity={0.7} />
               {i % 7 === 0 && (
@@ -113,10 +147,18 @@ export function UsageDisplay({
   tenant,
   teamId,
   keyAlias,
+  canEditBudget = false,
 }: {
   tenant?: string | null;
   teamId?: string | null;
   keyAlias?: string | null;
+  /**
+   * Feature 7: when true, the Budget StatCard becomes clickable and
+   * opens the budget editor. Off by default — owners and platform
+   * admins get it on; `user` role customers see the budget read-only.
+   * Server component decides this via canMutate(user).
+   */
+  canEditBudget?: boolean;
 }) {
   const t = useTranslations("usage");
   const [month, setMonth] = useState(getCurrentMonth);
@@ -185,11 +227,25 @@ export function UsageDisplay({
           <div className="grid grid-cols-2 md:grid-cols-4 gap-3">
             <StatCard label={t("inputTokens")} value={fmt(data.currentPeriod.inputTokens)} />
             <StatCard label={t("outputTokens")} value={fmt(data.currentPeriod.outputTokens)} />
-            <StatCard label={t("totalSpend")} value={usd(data.currentPeriod.totalSpend)} accent />
+            <StatCard label={t("totalSpend")} value={chf(data.currentPeriod.totalSpend)} accent />
-            <StatCard
+            {canEditBudget && tenant ? (
-              label={t("budget")}
+              <BudgetEditableCard
-              value={data.budget.remaining !== null ? usd(data.budget.remaining) : t("noLimit")}
+                tenantName={tenant}
-            />
+                maxBudget={data.budget.maxBudget}
+                remaining={data.budget.remaining}
+                budgetDuration={data.budget.budgetDuration}
+                onSaved={fetchUsage}
+              />
+            ) : (
+              <StatCard
+                label={t("budget")}
+                value={
+                  data.budget.remaining !== null
+                    ? chf(data.budget.remaining)
+                    : t("noLimit")
+                }
+              />
+            )}
           </div>
 
           <div className="bg-surface-1 border border-border rounded-xl p-5">

src/components/layout/nav-shell.tsx

@@ -59,6 +59,32 @@ function NavBar() {
                   {t("team")}
                 </NavLink>
               )}
+            {/* Bug 35: /settings is shown to anyone who can mutate org-level
+                state — owners and platform admins. Personal accounts also
+                see it; their billing page is optional but the entry point
+                exists for consistency. `user`-role customers don't see it
+                (canMutate is false). */}
+            {user &&
+              (user.isPlatform ||
+                (Array.isArray(user.roles) && user.roles.includes("owner"))) && (
+                <NavLink
+                  href="/settings"
+                  active={pathname.startsWith("/settings")}
+                >
+                  {t("settings")}
+                </NavLink>
+              )}
+            {/* Feature 5: Support is available to every signed-in
+                user. Customers see their own tickets only; platform
+                admins see the queue. */}
+            {user && (
+              <NavLink
+                href="/support"
+                active={pathname.startsWith("/support")}
+              >
+                {t("support")}
+              </NavLink>
+            )}
             {user?.isPlatform && (
               <NavLink href="/admin" active={pathname === "/admin"}>
                 {t("admin")}

src/components/onboarding/onboarding-flow.tsx

@@ -12,6 +12,13 @@ interface OnboardingFlowProps {
    */
   userName?: string;
   userEmail?: string;
+  /**
+   * Bug 35: true if the org already has a billing record. The wizard
+   * uses this to skip the billing step on subsequent tenants — capture
+   * once at first onboarding, reuse afterwards. Editable later via
+   * /settings/billing.
+   */
+  hasOrgBilling?: boolean;
   /**
    * Bug 6: when present, the wizard is rendered in edit mode against
    * the given pending request. See `OnboardingWizard` for the full
@@ -37,6 +44,7 @@ export function OnboardingFlow({
   orgName,
   userName,
   userEmail,
+  hasOrgBilling,
   editingRequest,
 }: OnboardingFlowProps) {
   const router = useRouter();
@@ -46,6 +54,7 @@ export function OnboardingFlow({
       orgName={orgName}
       userName={userName}
       userEmail={userEmail}
+      hasOrgBilling={hasOrgBilling}
       editingRequest={editingRequest}
       onComplete={() => {
         // Navigate back to /dashboard and re-fetch on the server. The

src/components/onboarding/provisioning-status.tsx

@@ -5,6 +5,7 @@ import Link from "next/link";
 import { useRouter } from "next/navigation";
 import { useTranslations, useFormatter } from "next-intl";
 import { Card } from "@/components/ui/card";
+import { Modal } from "@/components/ui/modal";
 import { StatusBadge } from "@/components/ui/status-badge";
 import { formatDateTime, formatRelative } from "@/lib/format";
 
@@ -250,43 +251,38 @@ export function ProvisioningStatus({ requestId, canAct }: Props) {
         </div>
 
         {confirmCancel && (
-          <div
+          <Modal
-            role="dialog"
+            open={confirmCancel}
-            aria-modal="true"
+            onClose={() => setConfirmCancel(false)}
-            className="fixed inset-0 z-50 flex items-center justify-center p-4 bg-black/60 backdrop-blur-sm"
+            ariaLabel={t("cancelConfirmRequestTitle")}
-            onClick={(e) => {
-              if (e.target === e.currentTarget) setConfirmCancel(false);
-            }}
           >
-            <div className="bg-surface-1 border border-border rounded-xl p-6 max-w-md w-full">
+            <h3 className="font-display text-lg font-semibold text-text-primary mb-2">
-              <h3 className="font-display text-lg font-semibold text-text-primary mb-2">
+              {t("cancelConfirmRequestTitle")}
-                {t("cancelConfirmRequestTitle")}
+            </h3>
-              </h3>
+            <p className="text-sm text-text-secondary mb-5">
-              <p className="text-sm text-text-secondary mb-5">
+              {t("cancelConfirmRequestDescription")}
-                {t("cancelConfirmRequestDescription")}
+            </p>
-              </p>
+            <div className="flex justify-end gap-2">
-              <div className="flex justify-end gap-2">
+              <button
-                <button
+                type="button"
-                  type="button"
+                onClick={() => setConfirmCancel(false)}
-                  onClick={() => setConfirmCancel(false)}
+                disabled={actionPending}
-                  disabled={actionPending}
+                className="text-sm px-4 py-2 rounded-lg border border-border text-text-secondary hover:text-text-primary transition-colors"
-                  className="text-sm px-4 py-2 rounded-lg border border-border text-text-secondary hover:text-text-primary transition-colors"
+              >
-                >
+                {tCommon("cancel")}
-                  {tCommon("cancel")}
+              </button>
-                </button>
+              <button
-                <button
+                type="button"
-                  type="button"
+                onClick={handleCancel}
-                  onClick={handleCancel}
+                disabled={actionPending}
-                  disabled={actionPending}
+                className="text-sm px-4 py-2 rounded-lg bg-red-500 text-white hover:bg-red-600 transition-colors disabled:opacity-50"
-                  className="text-sm px-4 py-2 rounded-lg bg-red-500 text-white hover:bg-red-600 transition-colors disabled:opacity-50"
+              >
-                >
+                {actionPending
-                  {actionPending
+                  ? tCommon("loading")
-                    ? tCommon("loading")
+                  : t("cancelRequestConfirm")}
-                    : t("cancelRequestConfirm")}
+              </button>
-                </button>
-              </div>
             </div>
-          </div>
+          </Modal>
         )}
       </Card>
     );

src/components/onboarding/wizard.tsx

@@ -16,7 +16,26 @@ import {
 
 type Step = "welcome" | "configure" | "billing" | "confirm";
 
-const STEPS: Step[] = ["welcome", "configure", "billing", "confirm"];
+// The step list. Composed once and used to compute "next/prev" arrows
+// and progress indicator. Bug 35: the billing step is conditional —
+// orgs that already have billing on file (subsequent tenants, or
+// pre-filled via /settings/billing) skip it. The wizard's submit
+// payload omits billingAddress in that case; the API picks up the
+// existing org_billing row server-side.
+function makeSteps(opts: {
+  hasOrgBilling: boolean;
+  isEditing: boolean;
+}): Step[] {
+  const base: Step[] = ["welcome", "configure", "billing", "confirm"];
+  // Edit mode currently still shows the billing step because we want
+  // the customer to be able to fix billing on a still-pending request
+  // BEFORE it reaches admin. Once approved, edits go through
+  // /settings/billing instead. Same step set for editing as new for now.
+  if (opts.hasOrgBilling && !opts.isEditing) {
+    return base.filter((s) => s !== "billing");
+  }
+  return base;
+}
 
 // Inline fallbacks — only used if the API call to /api/workspace-defaults fails
 const FALLBACK_SOUL = `# AI Assistant
@@ -64,6 +83,18 @@ interface WizardProps {
    */
   userName?: string;
   userEmail?: string;
+  /**
+   * Bug 35: when true, the wizard skips the billing step. The org
+   * already has billing on file (captured during a previous tenant's
+   * onboarding, or set directly via /settings/billing), and we don't
+   * re-prompt for it. The submit payload omits billingAddress in that
+   * case; the API picks up the existing record server-side.
+   *
+   * In edit mode this is ignored — the wizard re-renders the step
+   * with the request's original billingAddress so the customer can
+   * fix it before admin approves.
+   */
+  hasOrgBilling?: boolean;
   /**
    * Bug 6: when present, the wizard renders in "edit" mode — fields
    * are pre-populated from the request, the SOUL.md auto-fetch is
@@ -90,6 +121,7 @@ interface WizardProps {
       city?: string;
       postalCode?: string;
       country?: string;
+      vatNumber?: string;
     };
     billingNotes: string;
   };
@@ -100,6 +132,7 @@ export function OnboardingWizard({
   orgName,
   userName,
   userEmail,
+  hasOrgBilling,
   editingRequest,
   onComplete,
 }: WizardProps) {
@@ -122,6 +155,13 @@ export function OnboardingWizard({
     isPersonal,
   });
   const isEditing = Boolean(editingRequest);
+  // STEPS is recomputed from props so toggling hasOrgBilling at the
+  // server level (e.g. between renders if the customer just saved
+  // billing on /settings/billing in another tab) flows through. Cheap.
+  const STEPS = makeSteps({
+    hasOrgBilling: Boolean(hasOrgBilling),
+    isEditing,
+  });
 
   // Edit mode jumps straight to the configure step — the welcome step
   // is a first-time onboarding affordance and only adds friction when
@@ -148,6 +188,7 @@ export function OnboardingWizard({
           city: editingRequest.billingAddress.city ?? "",
           postalCode: editingRequest.billingAddress.postalCode ?? "",
           country: editingRequest.billingAddress.country ?? "CH",
+          vatNumber: editingRequest.billingAddress.vatNumber ?? "",
         },
         billingNotes: editingRequest.billingNotes,
       };
@@ -167,6 +208,7 @@ export function OnboardingWizard({
         city: "",
         postalCode: "",
         country: "CH",
+        vatNumber: "",
       },
       billingNotes: "",
     };
@@ -372,11 +414,25 @@ export function OnboardingWizard({
         : "/api/onboarding";
       const method = editingRequest ? "PATCH" : "POST";
 
+      // Bug 35: when the org already has billing on file, the wizard
+      // skipped the billing step and `config.billingAddress` is the
+      // empty default. Strip it from the payload so the API picks up
+      // the existing org_billing record server-side rather than
+      // validating the empty form against billingStepSchema (which
+      // would reject for a company org).
+      const submitConfig = hasOrgBilling
+        ? (() => {
+            const { billingAddress: _bill, billingNotes: _notes, ...rest } =
+              config;
+            return rest;
+          })()
+        : config;
+
       const res = await fetch(url, {
         method,
         headers: { "Content-Type": "application/json" },
         body: JSON.stringify({
-          ...config,
+          ...submitConfig,
           packageSecrets:
             Object.keys(secretsPayload).length > 0
               ? secretsPayload
@@ -906,6 +962,39 @@ export function OnboardingWizard({
               </select>
             </FieldWithError>
 
+            {/* Bug 35: VAT identifier. Required for company customers
+                (B2B). Hidden entirely for personal customers (B2C —
+                private individuals don't have a VAT number); the API
+                enforces the same rule. Editable later via
+                /settings/billing for company customers if their VAT
+                id changes. */}
+            {!isPersonal && (
+              <FieldWithError error={errors["billingAddress.vatNumber"]}>
+                <label className="block text-xs font-semibold uppercase tracking-wider text-text-muted mb-1.5">
+                  {t("billingVatNumber")} <RequiredMark />
+                </label>
+                <input
+                  type="text"
+                  value={config.billingAddress.vatNumber ?? ""}
+                  onChange={(e) => {
+                    clearError("billingAddress.vatNumber");
+                    setConfig((prev) => ({
+                      ...prev,
+                      billingAddress: {
+                        ...prev.billingAddress,
+                        vatNumber: e.target.value,
+                      },
+                    }));
+                  }}
+                  placeholder="CHE-123.456.789 MWST"
+                  className={inputClass(errors["billingAddress.vatNumber"])}
+                />
+                <p className="text-xs text-text-muted mt-1">
+                  {t("billingVatHelp")}
+                </p>
+              </FieldWithError>
+            )}
+
             <div>
               <label className="block text-xs font-semibold uppercase tracking-wider text-text-muted mb-1.5">
                 {t("billingNotes")}
@@ -919,7 +1008,11 @@ export function OnboardingWizard({
                   }))
                 }
                 rows={3}
-                placeholder={t("billingNotesPlaceholder")}
+                placeholder={t(
+                  isPersonal
+                    ? "billingNotesPlaceholderPersonal"
+                    : "billingNotesPlaceholder"
+                )}
                 className="w-full px-3 py-2 bg-surface-2 border border-border rounded-lg text-sm text-text-primary placeholder:text-text-muted focus:outline-none focus:ring-1 focus:ring-accent focus:border-accent transition-colors resize-y"
               />
             </div>
@@ -1024,6 +1117,19 @@ export function OnboardingWizard({
                   </div>
                 }
               />
+              {/* Bug 35: VAT review row. Company customers see this so
+                  they can verify the VAT id they typed before submitting.
+                  Personal customers never see it — they don't have a
+                  VAT number, the form didn't ask, the review hides it. */}
+              {!isPersonal &&
+                config.billingAddress.vatNumber &&
+                config.billingAddress.vatNumber.trim().length > 0 && (
+                  <ReviewRow
+                    label={t("billingVatNumber")}
+                    value={config.billingAddress.vatNumber}
+                    mono
+                  />
+                )}
               <ReviewRow
                 label={t("reviewContactEmail")}
                 value={userEmail || ""}

src/components/settings/billing-settings-form.tsx

@@ -0,0 +1,279 @@
+"use client";
+
+import { useState } from "react";
+import { useRouter } from "next/navigation";
+import { useTranslations } from "next-intl";
+import type { OrgBilling } from "@/types";
+import { Card } from "@/components/ui/card";
+
+interface Props {
+  /** Existing billing record, or null on first edit. */
+  initial: OrgBilling | null;
+  /**
+   * True if the caller is on a personal org. Personal customers
+   * (B2C — private individuals) don't have a company name or VAT
+   * number; the form re-labels the company-name field as "Full name"
+   * and hides VAT.
+   */
+  isPersonal: boolean;
+  /** Default company name for company orgs on first edit. */
+  orgName: string;
+  /** Default full-name for personal orgs on first edit. */
+  userName: string;
+  /**
+   * Default billing email — the address the user registered with.
+   * Used on first edit (when `initial` is null). Customers can still
+   * type a different address (e.g. accounting@…) but the registration
+   * email is a sensible starting point.
+   */
+  userEmail: string;
+}
+
+/**
+ * Editable billing form. Used by /settings/billing; the wizard's
+ * inline billing step (Bug 35 phase 2) reuses the same shape but is
+ * implemented separately because of its different submit semantics
+ * (one combined wizard submit, vs. this page's standalone PUT).
+ *
+ * The form does NOT do client-side VAT format validation — too many
+ * country variations to get right, and the API will reject empty
+ * VAT for company orgs anyway. The asterisk on the field plus the
+ * server error suffices.
+ */
+export function BillingSettingsForm({
+  initial,
+  isPersonal,
+  orgName,
+  userName,
+  userEmail,
+}: Props) {
+  const t = useTranslations("settingsBilling");
+  const tCommon = useTranslations("common");
+  const router = useRouter();
+
+  const [companyName, setCompanyName] = useState(
+    initial?.companyName ?? (isPersonal ? userName : orgName)
+  );
+  const [streetAddress, setStreetAddress] = useState(
+    initial?.streetAddress ?? ""
+  );
+  const [postalCode, setPostalCode] = useState(initial?.postalCode ?? "");
+  const [city, setCity] = useState(initial?.city ?? "");
+  const [country, setCountry] = useState(initial?.country ?? "CH");
+  const [vatNumber, setVatNumber] = useState(initial?.vatNumber ?? "");
+  // Default billing email to the user's registration email when no
+  // record exists yet. They can change it (a separate accounting
+  // address is common); we just want sensible pre-fill on first edit.
+  const [billingEmail, setBillingEmail] = useState(
+    initial?.billingEmail ?? userEmail ?? ""
+  );
+  const [notes, setNotes] = useState(initial?.notes ?? "");
+
+  const [submitting, setSubmitting] = useState(false);
+  const [error, setError] = useState("");
+  const [success, setSuccess] = useState(false);
+
+  const onSubmit = async (e: React.FormEvent) => {
+    e.preventDefault();
+    setSubmitting(true);
+    setError("");
+    setSuccess(false);
+    try {
+      const res = await fetch("/api/billing", {
+        method: "PUT",
+        headers: { "Content-Type": "application/json" },
+        body: JSON.stringify({
+          companyName,
+          streetAddress,
+          postalCode,
+          city,
+          country,
+          vatNumber: vatNumber.trim() || null,
+          billingEmail,
+          notes: notes.trim() || null,
+        }),
+      });
+      if (!res.ok) {
+        const data = await res.json().catch(() => ({}));
+        throw new Error(data.error || t("saveFailed"));
+      }
+      setSuccess(true);
+      // Refresh server props so the form re-renders with the saved
+      // record's timestamps. Subtle but useful: the "last updated"
+      // line below ticks forward.
+      router.refresh();
+    } catch (e: any) {
+      setError(e.message);
+    } finally {
+      setSubmitting(false);
+    }
+  };
+
+  return (
+    <Card className="animate-in animate-in-delay-1">
+      <form onSubmit={onSubmit} className="space-y-4">
+        {/* Bug 35: this field stores `company_name` in the DB but
+            the label changes by customer type:
+              - Company (B2B): "Company name" — the legal entity.
+              - Personal (B2C): "Full name" — the individual's
+                invoice name (may differ from their session display
+                name; e.g. legal name vs friendly name).
+            Required for both. The DB column is NOT NULL either way. */}
+        <div>
+          <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+            {isPersonal ? t("fullName") : t("companyName")}{" "}
+            <span className="text-red-400">*</span>
+          </label>
+          <input
+            type="text"
+            required
+            value={companyName}
+            onChange={(e) => setCompanyName(e.target.value)}
+            className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+          />
+        </div>
+
+        <div>
+          <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+            {t("streetAddress")} <span className="text-red-400">*</span>
+          </label>
+          <input
+            type="text"
+            required
+            value={streetAddress}
+            onChange={(e) => setStreetAddress(e.target.value)}
+            className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+          />
+        </div>
+
+        <div className="grid grid-cols-1 sm:grid-cols-3 gap-3">
+          <div>
+            <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+              {t("postalCode")} <span className="text-red-400">*</span>
+            </label>
+            <input
+              type="text"
+              required
+              value={postalCode}
+              onChange={(e) => setPostalCode(e.target.value)}
+              className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+            />
+          </div>
+          <div className="sm:col-span-2">
+            <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+              {t("city")} <span className="text-red-400">*</span>
+            </label>
+            <input
+              type="text"
+              required
+              value={city}
+              onChange={(e) => setCity(e.target.value)}
+              className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+            />
+          </div>
+        </div>
+
+        <div>
+          <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+            {t("country")} <span className="text-red-400">*</span>
+          </label>
+          <select
+            required
+            value={country}
+            onChange={(e) => setCountry(e.target.value)}
+            className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+          >
+            <option value="CH">Switzerland</option>
+            <option value="LI">Liechtenstein</option>
+            <option value="DE">Germany</option>
+            <option value="AT">Austria</option>
+            <option value="FR">France</option>
+            <option value="IT">Italy</option>
+          </select>
+        </div>
+
+        {/* Bug 35: VAT visible only for company customers (B2B).
+            Personal customers (B2C — private individuals) don't have
+            a VAT number; the API likewise doesn't require one for
+            them. */}
+        {!isPersonal && (
+          <div>
+            <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+              {t("vatNumber")} <span className="text-red-400">*</span>
+            </label>
+            <input
+              type="text"
+              required
+              value={vatNumber}
+              onChange={(e) => setVatNumber(e.target.value)}
+              placeholder="CHE-123.456.789 MWST"
+              className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+            />
+            <p className="text-xs text-text-muted mt-1">{t("vatHelp")}</p>
+          </div>
+        )}
+
+        <div>
+          <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+            {t("billingEmail")} <span className="text-red-400">*</span>
+          </label>
+          <input
+            type="email"
+            required
+            value={billingEmail}
+            onChange={(e) => setBillingEmail(e.target.value)}
+            placeholder="invoices@example.com"
+            className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+          />
+          <p className="text-xs text-text-muted mt-1">{t("billingEmailHelp")}</p>
+        </div>
+
+        <div>
+          <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+            {t("notes")}{" "}
+            <span className="text-text-muted normal-case">
+              ({tCommon("optional")})
+            </span>
+          </label>
+          <textarea
+            value={notes}
+            onChange={(e) => setNotes(e.target.value)}
+            rows={3}
+            className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+            placeholder={t(
+              isPersonal ? "notesPlaceholderPersonal" : "notesPlaceholder"
+            )}
+          />
+        </div>
+
+        {error && (
+          <div className="text-xs text-red-400 bg-red-400/10 border border-red-400/20 rounded-lg px-3 py-2">
+            {error}
+          </div>
+        )}
+        {success && !error && (
+          <div className="text-xs text-success bg-success/10 border border-success/20 rounded-lg px-3 py-2">
+            {t("saved")}
+          </div>
+        )}
+
+        <div className="flex items-center justify-between gap-3">
+          {initial?.updatedAt && (
+            <div className="text-xs text-text-muted">
+              {t("lastUpdated", {
+                when: new Date(initial.updatedAt).toLocaleString(),
+              })}
+            </div>
+          )}
+          <button
+            type="submit"
+            disabled={submitting}
+            className="ml-auto text-sm font-medium px-4 py-2 rounded-lg bg-accent text-white hover:bg-accent/90 transition-colors disabled:opacity-50"
+          >
+            {submitting ? tCommon("loading") : t("save")}
+          </button>
+        </div>
+      </form>
+    </Card>
+  );
+}

src/components/support/ticket-admin-controls.tsx

@@ -0,0 +1,152 @@
+"use client";
+
+import { useState } from "react";
+import { useRouter } from "next/navigation";
+import { useTranslations } from "next-intl";
+import { Card } from "@/components/ui/card";
+import type {
+  SupportTicketCategory,
+  SupportTicketStatus,
+} from "@/types";
+
+const STATUSES: SupportTicketStatus[] = [
+  "open",
+  "in_progress",
+  "waiting_for_customer",
+  "resolved",
+  "reopened",
+];
+const CATEGORIES: SupportTicketCategory[] = [
+  "bug",
+  "feature_request",
+  "question",
+  "billing",
+  "other",
+];
+
+interface Props {
+  ticketId: string;
+  currentStatus: SupportTicketStatus;
+  currentCategory: SupportTicketCategory;
+}
+
+/**
+ * Admin-only controls — change ticket status / category. Visible
+ * exclusively when `user.isPlatform` (gate is in the parent server
+ * component, not here).
+ *
+ * Saves on dropdown change rather than via an explicit submit button
+ * — feels more like a queue-management panel than a form. Each save
+ * fires the email path (status change → status email to customer),
+ * so we deliberately don't auto-save category until the admin
+ * confirms; clicking through categories shouldn't spam status
+ * emails. (Status change emails the customer; category change does
+ * not — so category auto-save is fine. Status auto-save would also
+ * be fine in practice, but we keep an explicit save button on
+ * status to give admin a moment of pause before notifying.)
+ *
+ * In practice both fields auto-save — the email rule above is in
+ * the API anyway. If admin frustration with accidental status emails
+ * shows up in feedback, switch status to explicit-save.
+ */
+export function TicketAdminControls({
+  ticketId,
+  currentStatus,
+  currentCategory,
+}: Props) {
+  const t = useTranslations("support");
+  const router = useRouter();
+
+  const [status, setStatus] = useState(currentStatus);
+  const [category, setCategory] = useState(currentCategory);
+  const [saving, setSaving] = useState(false);
+  const [error, setError] = useState("");
+
+  const saveChange = async (changes: {
+    status?: SupportTicketStatus;
+    category?: SupportTicketCategory;
+  }) => {
+    setSaving(true);
+    setError("");
+    try {
+      const res = await fetch(
+        `/api/support/tickets/${encodeURIComponent(ticketId)}`,
+        {
+          method: "PATCH",
+          headers: { "Content-Type": "application/json" },
+          body: JSON.stringify(changes),
+        }
+      );
+      if (!res.ok) {
+        const data = await res.json().catch(() => ({}));
+        throw new Error(data.error || t("updateFailed"));
+      }
+      router.refresh();
+    } catch (e: any) {
+      setError(e.message);
+      // Revert local state on failure so the UI doesn't lie about
+      // what's saved.
+      if (changes.status) setStatus(currentStatus);
+      if (changes.category) setCategory(currentCategory);
+    } finally {
+      setSaving(false);
+    }
+  };
+
+  return (
+    <Card className="border-blue-400/30 bg-blue-400/5">
+      <div className="text-xs uppercase tracking-wider text-blue-400 font-semibold mb-3">
+        {t("adminControlsTitle")}
+      </div>
+      <div className="grid grid-cols-1 sm:grid-cols-2 gap-4">
+        <div>
+          <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+            {t("fieldStatus")}
+          </label>
+          <select
+            value={status}
+            disabled={saving}
+            onChange={(e) => {
+              const next = e.target.value as SupportTicketStatus;
+              setStatus(next);
+              saveChange({ status: next });
+            }}
+            className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary disabled:opacity-50"
+          >
+            {STATUSES.map((s) => (
+              <option key={s} value={s}>
+                {t(`status_${s}`)}
+              </option>
+            ))}
+          </select>
+        </div>
+        <div>
+          <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+            {t("fieldCategory")}
+          </label>
+          <select
+            value={category}
+            disabled={saving}
+            onChange={(e) => {
+              const next = e.target.value as SupportTicketCategory;
+              setCategory(next);
+              saveChange({ category: next });
+            }}
+            className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary disabled:opacity-50"
+          >
+            {CATEGORIES.map((c) => (
+              <option key={c} value={c}>
+                {t(`category_${c}`)}
+              </option>
+            ))}
+          </select>
+        </div>
+      </div>
+      {error && (
+        <div className="text-xs text-red-400 bg-red-400/10 border border-red-400/20 rounded-lg px-3 py-2 mt-3">
+          {error}
+        </div>
+      )}
+    </Card>
+  );
+}

src/components/support/ticket-category-label.tsx

@@ -0,0 +1,19 @@
+"use client";
+
+import { useTranslations } from "next-intl";
+import type { SupportTicketCategory } from "@/types";
+
+/**
+ * Plain translated category label, e.g. "Bug" / "Feature request" /
+ * "Billing". No styling chrome — just the text. Categories don't
+ * carry the same lifecycle/urgency signal as status, so they don't
+ * earn a coloured pill.
+ */
+export function TicketCategoryLabel({
+  category,
+}: {
+  category: SupportTicketCategory;
+}) {
+  const t = useTranslations("support");
+  return <span>{t(`category_${category}`)}</span>;
+}

src/components/support/ticket-create-form.tsx

@@ -0,0 +1,130 @@
+"use client";
+
+import { useState } from "react";
+import { useRouter } from "next/navigation";
+import { useTranslations } from "next-intl";
+import { Card } from "@/components/ui/card";
+import type { SupportTicketCategory } from "@/types";
+
+const CATEGORIES: SupportTicketCategory[] = [
+  "bug",
+  "feature_request",
+  "question",
+  "billing",
+  "other",
+];
+
+export function TicketCreateForm() {
+  const t = useTranslations("support");
+  const tCommon = useTranslations("common");
+  const router = useRouter();
+
+  const [title, setTitle] = useState("");
+  const [description, setDescription] = useState("");
+  const [category, setCategory] = useState<SupportTicketCategory>("question");
+  const [submitting, setSubmitting] = useState(false);
+  const [error, setError] = useState("");
+
+  const onSubmit = async (e: React.FormEvent) => {
+    e.preventDefault();
+    setSubmitting(true);
+    setError("");
+    try {
+      const res = await fetch("/api/support/tickets", {
+        method: "POST",
+        headers: { "Content-Type": "application/json" },
+        body: JSON.stringify({ title, description, category }),
+      });
+      if (!res.ok) {
+        const data = await res.json().catch(() => ({}));
+        throw new Error(data.error || t("createFailed"));
+      }
+      const data = await res.json();
+      // Redirect to the new ticket's detail page so the customer can
+      // see the confirmation state and immediately add follow-ups if
+      // they wish.
+      router.push(`/support/${data.ticket.id}`);
+      router.refresh();
+    } catch (e: any) {
+      setError(e.message);
+      setSubmitting(false);
+    }
+  };
+
+  return (
+    <Card>
+      <form onSubmit={onSubmit} className="space-y-4">
+        <div>
+          <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+            {t("fieldCategory")} <span className="text-red-400">*</span>
+          </label>
+          <select
+            required
+            value={category}
+            onChange={(e) =>
+              setCategory(e.target.value as SupportTicketCategory)
+            }
+            className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+          >
+            {CATEGORIES.map((c) => (
+              <option key={c} value={c}>
+                {t(`category_${c}`)}
+              </option>
+            ))}
+          </select>
+        </div>
+
+        <div>
+          <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+            {t("fieldTitle")} <span className="text-red-400">*</span>
+          </label>
+          <input
+            type="text"
+            required
+            minLength={3}
+            maxLength={200}
+            value={title}
+            onChange={(e) => setTitle(e.target.value)}
+            placeholder={t("titlePlaceholder")}
+            className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+          />
+        </div>
+
+        <div>
+          <label className="block text-xs uppercase tracking-wider text-text-muted mb-1">
+            {t("fieldDescription")} <span className="text-red-400">*</span>
+          </label>
+          <textarea
+            required
+            minLength={10}
+            maxLength={10_000}
+            rows={8}
+            value={description}
+            onChange={(e) => setDescription(e.target.value)}
+            placeholder={t("descriptionPlaceholder")}
+            className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+          />
+          <p className="text-xs text-text-muted mt-1">
+            {t("descriptionHelp")}
+          </p>
+        </div>
+
+        {error && (
+          <div className="text-xs text-red-400 bg-red-400/10 border border-red-400/20 rounded-lg px-3 py-2">
+            {error}
+          </div>
+        )}
+
+        <div className="flex justify-end">
+          <button
+            type="submit"
+            disabled={submitting}
+            className="text-sm font-medium px-4 py-2 rounded-lg bg-accent text-white hover:bg-accent/90 transition-colors disabled:opacity-50"
+          >
+            {submitting ? tCommon("loading") : t("submitTicket")}
+          </button>
+        </div>
+      </form>
+    </Card>
+  );
+}

src/components/support/ticket-status-badge.tsx

@@ -0,0 +1,38 @@
+"use client";
+
+import { useTranslations } from "next-intl";
+import type { SupportTicketStatus } from "@/types";
+
+const STATUS_STYLES: Record<SupportTicketStatus, string> = {
+  // Open: blue, neutral attention.
+  open: "bg-blue-400/15 text-blue-400 border border-blue-400/20",
+  // In progress: amber, work happening.
+  in_progress: "bg-amber-400/15 text-amber-400 border border-amber-400/20",
+  // Waiting for customer: violet — distinct from in_progress so admins
+  // can quickly visually separate "I owe a response" from "they owe one".
+  waiting_for_customer:
+    "bg-violet-400/15 text-violet-400 border border-violet-400/20",
+  resolved: "bg-success/15 text-success border border-success/20",
+  // Reopened: red — flags admin attention because the previous
+  // resolution didn't stick.
+  reopened: "bg-red-400/15 text-red-400 border border-red-400/20",
+};
+
+/**
+ * Small status pill rendered on ticket list rows and detail header.
+ * Translated label, colour-coded by ticket lifecycle stage.
+ */
+export function TicketStatusBadge({
+  status,
+}: {
+  status: SupportTicketStatus;
+}) {
+  const t = useTranslations("support");
+  return (
+    <span
+      className={`inline-flex items-center px-2 py-0.5 text-xs font-medium rounded-full whitespace-nowrap ${STATUS_STYLES[status]}`}
+    >
+      {t(`status_${status}`)}
+    </span>
+  );
+}

src/components/support/ticket-thread.tsx

@@ -0,0 +1,198 @@
+"use client";
+
+import { useState } from "react";
+import { useRouter } from "next/navigation";
+import { useTranslations, useFormatter } from "next-intl";
+import { Card } from "@/components/ui/card";
+import { formatDateTime } from "@/lib/format";
+import type { SupportTicketComment, SupportTicketStatus } from "@/types";
+
+interface Props {
+  ticketId: string;
+  ticketStatus: SupportTicketStatus;
+  comments: SupportTicketComment[];
+  isPlatform: boolean;
+  /** True when the viewer is the customer who created this ticket. */
+  isOwnTicket: boolean;
+}
+
+/**
+ * Thread of comments + reply box. Customer-side viewers see a
+ * "Close ticket" button as well, mapping to the customer-self-close
+ * path on the PATCH endpoint.
+ *
+ * Reply submission: posts the comment, then router.refresh() so the
+ * server-rendered page re-fetches and renders the new entry. Avoids
+ * duplicating the comment-rendering logic on the client.
+ *
+ * Empty body submissions are blocked at HTML level (required) AND
+ * by the API; we trust both layers.
+ */
+export function TicketThread({
+  ticketId,
+  ticketStatus,
+  comments,
+  isPlatform,
+  isOwnTicket,
+}: Props) {
+  const t = useTranslations("support");
+  const tCommon = useTranslations("common");
+  const f = useFormatter();
+  const router = useRouter();
+
+  const [body, setBody] = useState("");
+  const [submitting, setSubmitting] = useState(false);
+  const [closing, setClosing] = useState(false);
+  const [error, setError] = useState("");
+
+  const onSubmitComment = async (e: React.FormEvent) => {
+    e.preventDefault();
+    setSubmitting(true);
+    setError("");
+    try {
+      const res = await fetch(
+        `/api/support/tickets/${encodeURIComponent(ticketId)}/comments`,
+        {
+          method: "POST",
+          headers: { "Content-Type": "application/json" },
+          body: JSON.stringify({ body }),
+        }
+      );
+      if (!res.ok) {
+        const data = await res.json().catch(() => ({}));
+        throw new Error(data.error || t("commentFailed"));
+      }
+      setBody("");
+      router.refresh();
+    } catch (e: any) {
+      setError(e.message);
+    } finally {
+      setSubmitting(false);
+    }
+  };
+
+  // Customer-self-close: confirms because it's a state change, then
+  // hits PATCH with status=resolved. The API allows this for
+  // own-ticket regardless of role; the button only shows when the
+  // ticket is in a non-resolved state.
+  const onCustomerClose = async () => {
+    if (!confirm(t("confirmClose"))) return;
+    setClosing(true);
+    setError("");
+    try {
+      const res = await fetch(
+        `/api/support/tickets/${encodeURIComponent(ticketId)}`,
+        {
+          method: "PATCH",
+          headers: { "Content-Type": "application/json" },
+          body: JSON.stringify({ status: "resolved" }),
+        }
+      );
+      if (!res.ok) {
+        const data = await res.json().catch(() => ({}));
+        throw new Error(data.error || t("closeFailed"));
+      }
+      router.refresh();
+    } catch (e: any) {
+      setError(e.message);
+    } finally {
+      setClosing(false);
+    }
+  };
+
+  const isResolved = ticketStatus === "resolved";
+  const canCustomerClose =
+    isOwnTicket && !isResolved;
+
+  return (
+    <>
+      {comments.map((c) => (
+        <Card
+          key={c.id}
+          className={
+            c.authorKind === "admin"
+              ? "border-blue-400/30 bg-blue-400/5"
+              : ""
+          }
+        >
+          <div className="flex items-center justify-between text-xs text-text-muted mb-2">
+            <span className="font-medium text-text-primary">
+              {c.authorName}
+              {c.authorKind === "admin" && (
+                <span className="ml-2 text-blue-400 text-[10px] uppercase tracking-wider">
+                  {t("authorTagAdmin")}
+                </span>
+              )}
+            </span>
+            <span>{formatDateTime(c.createdAt, f)}</span>
+          </div>
+          <div className="text-sm text-text-primary whitespace-pre-wrap">
+            {c.body}
+          </div>
+        </Card>
+      ))}
+
+      {isResolved && (
+        <Card className="border-success/30 bg-success/5">
+          <p className="text-sm text-text-secondary text-center">
+            {t("resolvedBanner")}
+          </p>
+        </Card>
+      )}
+
+      {/* Reply box. Visible regardless of status — customer can
+          reply even on a resolved ticket (which auto-reopens it
+          server-side). The semantic is "reply means the ticket is
+          alive again", which is friendlier than blocking the reply. */}
+      <Card>
+        <form onSubmit={onSubmitComment} className="space-y-3">
+          <label className="block text-xs uppercase tracking-wider text-text-muted">
+            {t("replyLabel")}
+          </label>
+          <textarea
+            required
+            minLength={1}
+            maxLength={10_000}
+            rows={4}
+            value={body}
+            onChange={(e) => setBody(e.target.value)}
+            placeholder={
+              isResolved && isOwnTicket
+                ? t("replyPlaceholderReopen")
+                : t("replyPlaceholder")
+            }
+            className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary"
+          />
+
+          {error && (
+            <div className="text-xs text-red-400 bg-red-400/10 border border-red-400/20 rounded-lg px-3 py-2">
+              {error}
+            </div>
+          )}
+
+          <div className="flex items-center justify-between">
+            {canCustomerClose ? (
+              <button
+                type="button"
+                onClick={onCustomerClose}
+                disabled={closing || submitting}
+                className="text-xs text-text-secondary hover:text-text-primary transition-colors disabled:opacity-50"
+              >
+                {closing ? tCommon("loading") : t("closeTicket")}
+              </button>
+            ) : (
+              <span />
+            )}
+            <button
+              type="submit"
+              disabled={submitting || closing || body.trim().length === 0}
+              className="text-sm font-medium px-4 py-2 rounded-lg bg-accent text-white hover:bg-accent/90 transition-colors disabled:opacity-50"
+            >
+              {submitting ? tCommon("loading") : t("sendReply")}
+            </button>
+          </div>
+        </form>
+      </Card>
+    </>
+  );
+}

src/components/tenants/subscription-toggle.tsx

@@ -2,48 +2,83 @@
 
 import { useState } from "react";
 import { useRouter } from "next/navigation";
-import { useTranslations } from "next-intl";
+import { useTranslations, useFormatter } from "next-intl";
+import { Modal } from "@/components/ui/modal";
+import { formatRelative } from "@/lib/format";
 
 interface Props {
   tenantName: string;
   /**
-   * Current suspend state — server-derived. The control toggles this
+   * Current suspend state — server-derived. Drives which control the
-   * via PATCH /api/tenants/[name]/suspend, then refreshes the route
+   * customer sees: "Cancel subscription" while active, the
-   * so server-component-side data (status badge, suspended notice)
+   * resume-request flow while suspended.
-   * re-renders.
    */
   suspended: boolean;
+  /**
+   * True when the viewer has platform admin role. Platform users are
+   * the only ones who can directly resume a tenant via PATCH; owners
+   * must go through the resume-request flow. We use this in the
+   * suspended branch to decide whether to render a direct "Resume"
+   * button or the "Request reactivation" workflow.
+   */
+  isPlatform: boolean;
+  /**
+   * If a resume request is currently pending for this tenant, its
+   * id, when it was submitted, and the customer's optional note.
+   * The component renders an info card with a cancel-request button
+   * instead of the request-reactivation button. Only meaningful when
+   * `suspended === true`.
+   */
+  pendingResumeRequest: {
+    id: string;
+    createdAt: string;
+    customerNotes: string | null;
+  } | null;
 }
 
 /**
- * SubscriptionToggle — owner-side cancel/resume control (Bug 31).
+ * SubscriptionToggle — owner-side cancel/resume control.
  *
- * Renders a single button that toggles between "Cancel subscription"
+ * Three render states:
- * (when active) and "Resume subscription" (when suspended). Cancellation
+ *   1. Active: "Cancel subscription" button + confirmation modal
- * is gated behind a confirmation modal because it's destructive
+ *      (mentions 60-day retention before permanent deletion).
- * looking from the user's POV — even though no data is lost, the
+ *   2. Suspended, no pending resume request: "Request reactivation"
- * AI assistant becomes unavailable until they resume. Resume has no
+ *      button + simple confirmation modal explaining admin review.
- * modal; it's a strict subset of cancellation in terms of risk.
+ *   3. Suspended, pending resume request: status card "Reactivation
+ *      requested X days ago" + "Cancel request" button.
  *
- * The control intentionally lives at the bottom of the tenant detail
+ * Platform admins viewing a suspended tenant get a fourth state in
- * page rather than next to the status badge — putting it near the
+ * place of #2/#3: a direct "Resume now" button (no admin queue, no
- * top would invite mis-clicks. Customers who want to cancel scroll
+ * request flow). This is the admin escape hatch.
- * past the running configuration, billing-relevant info, and assigned
- * users first; that's the right friction level.
  *
- * Suspended tenants render a top-of-page banner separately (see the
+ * The control intentionally lives at the bottom of the tenant
- * detail page); this component focuses on the action itself.
+ * detail page rather than near the top — putting it next to the
+ * status badge would invite mis-clicks.
  */
-export function SubscriptionToggle({ tenantName, suspended }: Props) {
+export function SubscriptionToggle({
+  tenantName,
+  suspended,
+  isPlatform,
+  pendingResumeRequest,
+}: Props) {
   const t = useTranslations("tenantDetail");
   const tCommon = useTranslations("common");
+  const f = useFormatter();
   const router = useRouter();
 
-  const [confirmOpen, setConfirmOpen] = useState(false);
+  const [confirmCancelOpen, setConfirmCancelOpen] = useState(false);
+  const [confirmResumeOpen, setConfirmResumeOpen] = useState(false);
   const [submitting, setSubmitting] = useState(false);
   const [error, setError] = useState("");
+  // Feature 6: customer's free-form note attached to the resume
+  // request. Reset when the modal opens/closes so re-opening doesn't
+  // show stale text from a previous abandoned attempt.
+  const [resumeNotes, setResumeNotes] = useState("");
 
-  const toggleSuspend = async (next: boolean) => {
+  // Customer-side cancel: PATCH suspend=true. Same path as before.
+  // The 60-day retention copy in the modal is the new bit (Bug 37b);
+  // mechanics are unchanged.
+  const cancel = async () => {
     setSubmitting(true);
     setError("");
     try {
@@ -52,18 +87,14 @@ export function SubscriptionToggle({ tenantName, suspended }: Props) {
         {
           method: "PATCH",
           headers: { "Content-Type": "application/json" },
-          body: JSON.stringify({ suspend: next }),
+          body: JSON.stringify({ suspend: true }),
         }
       );
       if (!res.ok) {
         const data = await res.json().catch(() => ({}));
         throw new Error(data.error || t("subscriptionUpdateFailed"));
       }
-      setConfirmOpen(false);
+      setConfirmCancelOpen(false);
-      // The status badge + suspended banner are server-rendered, so
-      // a route refresh is the simplest way to reflect the new state.
-      // Optimistic local toggle would diverge from the actual CR if
-      // the operator hasn't observed the patch yet.
       router.refresh();
     } catch (e: any) {
       setError(e.message);
@@ -72,56 +103,204 @@ export function SubscriptionToggle({ tenantName, suspended }: Props) {
     }
   };
 
+  // Owner-side resume request: POST a 'resume' tenant_request that
+  // sits pending until admin acts. Different from cancel: no PATCH
+  // on the CR — that happens only when admin approves.
+  const requestResume = async () => {
+    setSubmitting(true);
+    setError("");
+    try {
+      const res = await fetch(
+        `/api/tenants/${encodeURIComponent(tenantName)}/resume-request`,
+        {
+          method: "POST",
+          headers: { "Content-Type": "application/json" },
+          body: JSON.stringify({
+            // Trim and omit on empty so the API stores NULL rather
+            // than empty string. The endpoint's zod transform also
+            // handles this; double-checking on the client lets us
+            // skip the round-trip when there's nothing to send.
+            customerNotes: resumeNotes.trim() || undefined,
+          }),
+        }
+      );
+      if (!res.ok) {
+        const data = await res.json().catch(() => ({}));
+        throw new Error(data.error || t("subscriptionUpdateFailed"));
+      }
+      setConfirmResumeOpen(false);
+      setResumeNotes("");
+      router.refresh();
+    } catch (e: any) {
+      setError(e.message);
+    } finally {
+      setSubmitting(false);
+    }
+  };
+
+  // Customer cancels their own pending resume request.
+  const cancelResumeRequest = async () => {
+    if (!pendingResumeRequest) return;
+    setSubmitting(true);
+    setError("");
+    try {
+      const res = await fetch(
+        `/api/onboarding/${pendingResumeRequest.id}`,
+        { method: "DELETE" }
+      );
+      if (!res.ok) {
+        const data = await res.json().catch(() => ({}));
+        throw new Error(data.error || t("subscriptionUpdateFailed"));
+      }
+      router.refresh();
+    } catch (e: any) {
+      setError(e.message);
+    } finally {
+      setSubmitting(false);
+    }
+  };
+
+  // Platform admin: direct resume, bypassing the request flow.
+  const adminResume = async () => {
+    setSubmitting(true);
+    setError("");
+    try {
+      const res = await fetch(
+        `/api/tenants/${encodeURIComponent(tenantName)}/suspend`,
+        {
+          method: "PATCH",
+          headers: { "Content-Type": "application/json" },
+          body: JSON.stringify({ suspend: false }),
+        }
+      );
+      if (!res.ok) {
+        const data = await res.json().catch(() => ({}));
+        throw new Error(data.error || t("subscriptionUpdateFailed"));
+      }
+      router.refresh();
+    } catch (e: any) {
+      setError(e.message);
+    } finally {
+      setSubmitting(false);
+    }
+  };
+
+  // ─── Suspended branch ───────────────────────────────────────────────
+
   if (suspended) {
+    // Platform admin sees direct resume. Independent of pending
+    // resume — admin can always resume immediately.
+    if (isPlatform) {
+      return (
+        <div>
+          <button
+            type="button"
+            onClick={adminResume}
+            disabled={submitting}
+            className="text-sm font-medium px-4 py-2 rounded-lg border border-success/30 text-success hover:bg-success/10 transition-colors disabled:opacity-50"
+          >
+            {submitting
+              ? tCommon("loading")
+              : t("resumeSubscription")}
+          </button>
+          {pendingResumeRequest && (
+            <p className="text-xs text-text-muted mt-2">
+              {t("resumeRequestPendingNoteAdmin")}
+            </p>
+          )}
+          {error && <p className="text-xs text-red-400 mt-2">{error}</p>}
+        </div>
+      );
+    }
+
+    // Owner with pending resume request: render the request status
+    // card with cancel.
+    if (pendingResumeRequest) {
+      return (
+        <div>
+          <div className="rounded-xl border border-amber-500/30 bg-amber-500/5 px-4 py-3">
+            <div className="text-sm font-medium text-amber-400 mb-1">
+              {t("resumeRequestPendingTitle")}
+            </div>
+            <div className="text-xs text-text-secondary">
+              {t("resumeRequestPendingDescription", {
+                when: formatRelative(pendingResumeRequest.createdAt, f),
+              })}
+            </div>
+            {/* Feature 6: echo the customer's note back so they can
+                see what they wrote. Useful especially when they
+                later wonder "what did I tell them?" or want to
+                confirm before cancelling and resubmitting. */}
+            {pendingResumeRequest.customerNotes && (
+              <div className="mt-2 text-xs text-text-secondary border-l-2 border-amber-500/30 pl-3 whitespace-pre-wrap">
+                {pendingResumeRequest.customerNotes}
+              </div>
+            )}
+            <button
+              type="button"
+              onClick={cancelResumeRequest}
+              disabled={submitting}
+              className="mt-3 text-xs px-3 py-1.5 rounded-lg border border-border text-text-secondary hover:text-text-primary transition-colors disabled:opacity-50"
+            >
+              {submitting
+                ? tCommon("loading")
+                : t("cancelResumeRequest")}
+            </button>
+          </div>
+          {error && <p className="text-xs text-red-400 mt-2">{error}</p>}
+        </div>
+      );
+    }
+
+    // Owner with no pending request: offer to create one.
     return (
       <div>
         <button
           type="button"
-          onClick={() => toggleSuspend(false)}
+          onClick={() => setConfirmResumeOpen(true)}
-          disabled={submitting}
+          className="text-sm font-medium px-4 py-2 rounded-lg border border-success/30 text-success hover:bg-success/10 transition-colors"
-          className="text-sm font-medium px-4 py-2 rounded-lg border border-success/30 text-success hover:bg-success/10 transition-colors disabled:opacity-50"
         >
-          {submitting ? tCommon("loading") : t("resumeSubscription")}
+          {t("requestReactivation")}
         </button>
-        {error && <p className="text-xs text-red-400 mt-2">{error}</p>}
+        {error && !confirmResumeOpen && (
-      </div>
+          <p className="text-xs text-red-400 mt-2">{error}</p>
-    );
+        )}
-  }
 
-  return (
+        {confirmResumeOpen && (
-    <div>
+          <Modal
-      <button
+            open={confirmResumeOpen}
-        type="button"
+            onClose={() => setConfirmResumeOpen(false)}
-        onClick={() => setConfirmOpen(true)}
+            ariaLabel={t("requestReactivationConfirmTitle")}
-        className="text-sm font-medium px-4 py-2 rounded-lg border border-border text-text-secondary hover:text-text-primary hover:border-text-secondary transition-colors"
+          >
-      >
-        {t("cancelSubscription")}
-      </button>
-      {error && !confirmOpen && (
-        <p className="text-xs text-red-400 mt-2">{error}</p>
-      )}
-
-      {confirmOpen && (
-        <div
-          role="dialog"
-          aria-modal="true"
-          className="fixed inset-0 z-50 flex items-center justify-center p-4 bg-black/60 backdrop-blur-sm"
-          onClick={(e) => {
-            if (e.target === e.currentTarget) setConfirmOpen(false);
-          }}
-        >
-          <div className="bg-surface-1 border border-border rounded-xl p-6 max-w-md w-full">
             <h3 className="font-display text-lg font-semibold text-text-primary mb-2">
-              {t("cancelConfirmTitle")}
+              {t("requestReactivationConfirmTitle")}
             </h3>
-            <p className="text-sm text-text-secondary mb-3">
+            <p className="text-sm text-text-secondary mb-4">
-              {t("cancelConfirmDescription")}
+              {t("requestReactivationConfirmDescription")}
             </p>
-            <ul className="text-xs text-text-muted list-disc list-inside space-y-1 mb-5">
+
-              <li>{t("cancelConfirmBullet1")}</li>
+            {/* Feature 6: optional explanatory note. Useful for
-              <li>{t("cancelConfirmBullet2")}</li>
+                customers to tell admin why they want reactivation
-              <li>{t("cancelConfirmBullet3")}</li>
+                — e.g. "we paused over winter break, picking back
-            </ul>
+                up". Stored on the tenant_request and surfaced in
+                the admin queue. */}
+            <div className="mb-5">
+              <label className="block text-xs uppercase tracking-wider text-text-muted mb-1.5">
+                {t("requestReactivationNoteLabel")}{" "}
+                <span className="text-text-muted normal-case">
+                  ({tCommon("optional")})
+                </span>
+              </label>
+              <textarea
+                value={resumeNotes}
+                onChange={(e) => setResumeNotes(e.target.value)}
+                rows={3}
+                maxLength={2000}
+                placeholder={t("requestReactivationNotePlaceholder")}
+                disabled={submitting}
+                className="w-full px-3 py-2 rounded-lg border border-border bg-surface-2 text-text-primary text-sm focus:outline-none focus:border-text-secondary disabled:opacity-50"
+              />
+            </div>
 
             {error && (
               <div className="text-xs text-red-400 bg-red-400/10 border border-red-400/20 rounded-lg px-3 py-2 mb-3">
@@ -132,7 +311,7 @@ export function SubscriptionToggle({ tenantName, suspended }: Props) {
             <div className="flex justify-end gap-2">
               <button
                 type="button"
-                onClick={() => setConfirmOpen(false)}
+                onClick={() => setConfirmResumeOpen(false)}
                 disabled={submitting}
                 className="text-sm px-4 py-2 rounded-lg border border-border text-text-secondary hover:text-text-primary transition-colors"
               >
@@ -140,17 +319,87 @@ export function SubscriptionToggle({ tenantName, suspended }: Props) {
               </button>
               <button
                 type="button"
-                onClick={() => toggleSuspend(true)}
+                onClick={requestResume}
                 disabled={submitting}
-                className="text-sm px-4 py-2 rounded-lg bg-amber-500 text-white hover:bg-amber-600 transition-colors disabled:opacity-50"
+                className="text-sm px-4 py-2 rounded-lg bg-success text-white hover:bg-success/90 transition-colors disabled:opacity-50"
               >
                 {submitting
                   ? tCommon("loading")
-                  : t("cancelSubscriptionConfirm")}
+                  : t("requestReactivationConfirm")}
               </button>
             </div>
+          </Modal>
+        )}
+      </div>
+    );
+  }
+
+  // ─── Active branch ──────────────────────────────────────────────────
+
+  return (
+    <div>
+      <button
+        type="button"
+        onClick={() => setConfirmCancelOpen(true)}
+        className="text-sm font-medium px-4 py-2 rounded-lg border border-border text-text-secondary hover:text-text-primary hover:border-text-secondary transition-colors"
+      >
+        {t("cancelSubscription")}
+      </button>
+      {error && !confirmCancelOpen && (
+        <p className="text-xs text-red-400 mt-2">{error}</p>
+      )}
+
+      {confirmCancelOpen && (
+        <Modal
+          open={confirmCancelOpen}
+          onClose={() => setConfirmCancelOpen(false)}
+          ariaLabel={t("cancelConfirmTitle")}
+        >
+          <h3 className="font-display text-lg font-semibold text-text-primary mb-2">
+            {t("cancelConfirmTitle")}
+          </h3>
+          <p className="text-sm text-text-secondary mb-3">
+            {t("cancelConfirmDescription")}
+          </p>
+          <ul className="text-xs text-text-muted list-disc list-inside space-y-1 mb-3">
+            <li>{t("cancelConfirmBullet1")}</li>
+            <li>{t("cancelConfirmBullet2")}</li>
+            <li>{t("cancelConfirmBullet3")}</li>
+          </ul>
+          {/* Bug 37b: 60-day retention warning. Distinct paragraph so it
+              reads as a separate, more serious commitment than the
+              regular bullets above. */}
+          <div className="text-xs text-amber-400 bg-amber-400/10 border border-amber-400/20 rounded-lg px-3 py-2 mb-5">
+            {t("cancelConfirmRetentionWarning")}
           </div>
-        </div>
+
+          {error && (
+            <div className="text-xs text-red-400 bg-red-400/10 border border-red-400/20 rounded-lg px-3 py-2 mb-3">
+              {error}
+            </div>
+          )}
+
+          <div className="flex justify-end gap-2">
+            <button
+              type="button"
+              onClick={() => setConfirmCancelOpen(false)}
+              disabled={submitting}
+              className="text-sm px-4 py-2 rounded-lg border border-border text-text-secondary hover:text-text-primary transition-colors"
+            >
+              {tCommon("cancel")}
+            </button>
+            <button
+              type="button"
+              onClick={cancel}
+              disabled={submitting}
+              className="text-sm px-4 py-2 rounded-lg bg-amber-500 text-white hover:bg-amber-600 transition-colors disabled:opacity-50"
+            >
+              {submitting
+                ? tCommon("loading")
+                : t("cancelSubscriptionConfirm")}
+            </button>
+          </div>
+        </Modal>
       )}
     </div>
   );

src/components/ui/modal.tsx

@@ -0,0 +1,89 @@
+"use client";
+
+import { useEffect, useRef } from "react";
+import { createPortal } from "react-dom";
+
+interface Props {
+  open: boolean;
+  /** Called when user clicks the backdrop or presses Escape. */
+  onClose: () => void;
+  children: React.ReactNode;
+  /**
+   * ARIA label fallback when no labelled element exists inside.
+   * Optional; if you have a heading inside the modal with id, set
+   * `aria-labelledby` on a wrapper instead.
+   */
+  ariaLabel?: string;
+}
+
+/**
+ * Portal-based modal.
+ *
+ * Why a portal
+ * ------------
+ * `position: fixed` becomes positioned relative to a transformed
+ * ancestor's containing block, not the viewport, when ANY ancestor
+ * has a `transform`, `perspective`, or `filter` applied. Our
+ * `animate-in` utility sets `transform: translateY(0)` on a lot of
+ * dashboard/tenant-detail containers (because of the fade-up
+ * animation, which uses `animation-fill-mode: both` to keep the
+ * transform on after the animation finishes). That broke modals
+ * rendered as in-place children — they centred to the panel they
+ * lived in, not to the page.
+ *
+ * Rendering at `document.body` via `createPortal` escapes every
+ * containing-block ancestor and gives us true viewport coordinates.
+ *
+ * UX details
+ * ----------
+ * - Backdrop click triggers `onClose`. (Bubbling check: only fires
+ *   when the click target IS the backdrop, not the panel inside.)
+ * - Escape key triggers `onClose`. Standard modal expectation.
+ * - `body` overflow is locked while open so background content
+ *   doesn't scroll behind the modal.
+ * - Renders nothing on first paint server-side, then mounts on
+ *   client. `useEffect` gating ensures `document.body` is available;
+ *   without it Next.js SSR would throw on `document` reference.
+ */
+export function Modal({ open, onClose, children, ariaLabel }: Props) {
+  const closeRef = useRef(onClose);
+  closeRef.current = onClose;
+
+  useEffect(() => {
+    if (!open) return;
+
+    // Lock background scroll. Restore on unmount/close.
+    const previousOverflow = document.body.style.overflow;
+    document.body.style.overflow = "hidden";
+
+    const onKey = (e: KeyboardEvent) => {
+      if (e.key === "Escape") closeRef.current();
+    };
+    window.addEventListener("keydown", onKey);
+
+    return () => {
+      document.body.style.overflow = previousOverflow;
+      window.removeEventListener("keydown", onKey);
+    };
+  }, [open]);
+
+  if (!open) return null;
+  if (typeof document === "undefined") return null;
+
+  return createPortal(
+    <div
+      role="dialog"
+      aria-modal="true"
+      aria-label={ariaLabel}
+      className="fixed inset-0 z-50 flex items-center justify-center p-4 bg-black/60 backdrop-blur-sm"
+      onClick={(e) => {
+        if (e.target === e.currentTarget) onClose();
+      }}
+    >
+      <div className="bg-surface-1 border border-border rounded-xl p-6 max-w-md w-full max-h-[90vh] overflow-y-auto">
+        {children}
+      </div>
+    </div>,
+    document.body
+  );
+}

src/lib/db.ts

@@ -1,5 +1,15 @@
 import { Pool } from "pg";
-import type { BillingAddress, TenantRequest, TenantRequestStatus } from "@/types";
+import type {
+  BillingAddress,
+  OrgBilling,
+  SupportTicket,
+  SupportTicketComment,
+  SupportTicketCommentAuthorKind,
+  SupportTicketCategory,
+  SupportTicketStatus,
+  TenantRequest,
+  TenantRequestStatus,
+} from "@/types";
 import { listTenants, getTenant } from "./k8s";
 
 // ---------------------------------------------------------------------------
@@ -63,9 +73,14 @@ const MIGRATION_SQL = `
   CREATE INDEX IF NOT EXISTS idx_tenant_requests_status ON tenant_requests(status);
   CREATE INDEX IF NOT EXISTS idx_tenant_requests_org_id ON tenant_requests(zitadel_org_id);
   CREATE INDEX IF NOT EXISTS idx_tenant_requests_org_status ON tenant_requests(zitadel_org_id, status);
-  CREATE UNIQUE INDEX IF NOT EXISTS uniq_tenant_requests_tenant_name
+  -- Note: the unique constraint on tenant_name is NOT created here.
-    ON tenant_requests(tenant_name)
+  -- Pre-Bug-37 we had a non-partial UNIQUE on tenant_name, which is
-    WHERE tenant_name IS NOT NULL;
+  -- incompatible with resume requests (same tenant_name, different
+  -- request_type). The new partial unique indexes are created
+  -- further down in the migration block, after the request_type
+  -- column has been added and backfilled. This bootstrap section
+  -- only creates indexes that are safe regardless of request_type
+  -- semantics.
 
   -- Idempotent column adds for existing databases
   ALTER TABLE tenant_requests ADD COLUMN IF NOT EXISTS encrypted_secrets BYTEA;
@@ -78,6 +93,50 @@ const MIGRATION_SQL = `
   -- is only meaningful for rejected and cancelled rows.
   ALTER TABLE tenant_requests ADD COLUMN IF NOT EXISTS dismissed_at TIMESTAMPTZ;
 
+  -- Feature 6: free-form customer note attached to the request.
+  -- Currently surfaced only by resume requests (where the customer
+  -- explains why they want reactivation), but the column is generic
+  -- so future flows could reuse it. Distinct from billing_notes
+  -- (provision-only, accounting-related) and admin_notes (admin's
+  -- reason on reject/approve). Optional — nullable.
+  ALTER TABLE tenant_requests ADD COLUMN IF NOT EXISTS customer_notes TEXT;
+
+  -- Bug 37a: resume requests use the same table as provision requests so
+  -- the customer dashboard and admin queue share rendering. Discriminator
+  -- is request_type. Default 'provision' on backfill keeps existing rows
+  -- working without explicit migration.
+  --
+  -- Resume rows have:
+  --   request_type     = 'resume'
+  --   tenant_name      = the existing tenant being requested for reactivation
+  --   zitadel_org_id   = the org owning that tenant
+  --   zitadel_user_id  = the requesting customer
+  --   status           = pending → approved/rejected (or cancelled by customer)
+  --   most provision-only fields (packages, billing_address, etc.) are NULL
+  ALTER TABLE tenant_requests ADD COLUMN IF NOT EXISTS request_type TEXT NOT NULL DEFAULT 'provision';
+  -- Constrain to the known set so a future code change can't accidentally
+  -- write a third type without first widening this constraint.
+  DO $$ BEGIN
+    ALTER TABLE tenant_requests ADD CONSTRAINT tenant_requests_request_type_check
+      CHECK (request_type IN ('provision', 'resume'));
+  EXCEPTION WHEN duplicate_object THEN NULL;
+  END $$;
+
+  -- Tenant_name uniqueness was originally meant for "one tenant CR per
+  -- approved provision request". Resume requests reuse a tenant_name,
+  -- so the uniqueness must now be scoped to provision rows only.
+  DROP INDEX IF EXISTS uniq_tenant_requests_tenant_name;
+  CREATE UNIQUE INDEX IF NOT EXISTS uniq_tenant_requests_tenant_name_provision
+    ON tenant_requests(tenant_name)
+    WHERE tenant_name IS NOT NULL AND request_type = 'provision';
+
+  -- Only one pending resume request per tenant at a time. Otherwise a
+  -- customer could spam-create resume requests (the admin queue would
+  -- bloat) or two admins might race on approving duplicates.
+  CREATE UNIQUE INDEX IF NOT EXISTS uniq_tenant_requests_pending_resume
+    ON tenant_requests(tenant_name)
+    WHERE tenant_name IS NOT NULL AND request_type = 'resume' AND status = 'pending';
+
   -- Slice 3: drop the legacy 1-org-1-request constraint if it exists
   ALTER TABLE tenant_requests DROP CONSTRAINT IF EXISTS tenant_requests_zitadel_org_id_key;
 
@@ -120,6 +179,99 @@ const MIGRATION_SQL = `
   );
   CREATE INDEX IF NOT EXISTS idx_tua_user ON tenant_user_assignments(zitadel_user_id);
   CREATE INDEX IF NOT EXISTS idx_tua_org  ON tenant_user_assignments(zitadel_org_id);
+
+  -- Bug 35: org-scoped billing. One row per ZITADEL org; captured by
+  -- the first tenant request inline, editable afterwards via
+  -- /settings/billing. Subsequent tenant requests in the same org read
+  -- this and skip the billing step entirely.
+  --
+  -- vat_number is nullable: required at write time for company orgs
+  -- (enforced by the API, not the schema, because "company-or-personal"
+  -- isn't expressible as a column constraint). Notes is free-form
+  -- accounting context — VAT exemption reasons, special invoicing
+  -- arrangements, etc.
+  --
+  -- We do NOT migrate data from tenant_requests.billing_address into
+  -- this table automatically. Existing customers re-enter on next
+  -- tenant or via settings — the data set is small (single-digit
+  -- customers in pilot) and re-entering is the simplest path.
+  CREATE TABLE IF NOT EXISTS org_billing (
+    zitadel_org_id   TEXT PRIMARY KEY,
+    company_name     TEXT NOT NULL,
+    street_address   TEXT NOT NULL,
+    postal_code      TEXT NOT NULL,
+    city             TEXT NOT NULL,
+    country          TEXT NOT NULL,
+    vat_number       TEXT,
+    billing_email    TEXT NOT NULL,
+    notes            TEXT,
+    created_at       TIMESTAMPTZ NOT NULL DEFAULT now(),
+    updated_at       TIMESTAMPTZ NOT NULL DEFAULT now()
+  );
+
+  -- Feature 5: lightweight customer support / feedback tickets.
+  -- Scoped strictly per-user (zitadel_user_id), not per-org —
+  -- coworkers in the same org cannot see each other's tickets. The
+  -- index on (zitadel_user_id, status) is what most customer-side
+  -- queries hit; the index on (status, updated_at DESC) is for the
+  -- admin queue.
+  --
+  -- contact_email / contact_name are frozen at creation time so the
+  -- ticket retains a working "reply-to" identity even if the user
+  -- later changes their email or display name in ZITADEL.
+  CREATE TABLE IF NOT EXISTS support_tickets (
+    id              UUID PRIMARY KEY DEFAULT gen_random_uuid(),
+    zitadel_org_id  TEXT NOT NULL,
+    zitadel_user_id TEXT NOT NULL,
+    title           TEXT NOT NULL,
+    description     TEXT NOT NULL,
+    category        TEXT NOT NULL,
+    status          TEXT NOT NULL DEFAULT 'open',
+    contact_email   TEXT NOT NULL,
+    contact_name    TEXT NOT NULL,
+    created_at      TIMESTAMPTZ NOT NULL DEFAULT now(),
+    updated_at      TIMESTAMPTZ NOT NULL DEFAULT now()
+  );
+
+  -- CHECK constraints added separately so re-running the migration
+  -- against an existing table (without these constraints) works.
+  -- IF NOT EXISTS isn't supported on ADD CONSTRAINT, hence the
+  -- DO $$ wrapper.
+  DO $$ BEGIN
+    ALTER TABLE support_tickets ADD CONSTRAINT support_tickets_category_check
+      CHECK (category IN ('bug','feature_request','question','billing','other'));
+  EXCEPTION WHEN duplicate_object THEN NULL;
+  END $$;
+  DO $$ BEGIN
+    ALTER TABLE support_tickets ADD CONSTRAINT support_tickets_status_check
+      CHECK (status IN ('open','in_progress','waiting_for_customer','resolved','reopened'));
+  EXCEPTION WHEN duplicate_object THEN NULL;
+  END $$;
+
+  CREATE INDEX IF NOT EXISTS idx_support_tickets_user
+    ON support_tickets(zitadel_user_id, updated_at DESC);
+  CREATE INDEX IF NOT EXISTS idx_support_tickets_status
+    ON support_tickets(status, updated_at DESC);
+
+  -- Threaded comments. ON DELETE CASCADE so deleting a ticket
+  -- cleans up its history; we don't currently expose ticket
+  -- deletion in the UI but the cascade keeps options open.
+  CREATE TABLE IF NOT EXISTS support_ticket_comments (
+    id              UUID PRIMARY KEY DEFAULT gen_random_uuid(),
+    ticket_id       UUID NOT NULL REFERENCES support_tickets(id) ON DELETE CASCADE,
+    author_user_id  TEXT NOT NULL,
+    author_name     TEXT NOT NULL,
+    author_kind     TEXT NOT NULL,
+    body            TEXT NOT NULL,
+    created_at      TIMESTAMPTZ NOT NULL DEFAULT now()
+  );
+  DO $$ BEGIN
+    ALTER TABLE support_ticket_comments ADD CONSTRAINT support_ticket_comments_author_kind_check
+      CHECK (author_kind IN ('customer','admin'));
+  EXCEPTION WHEN duplicate_object THEN NULL;
+  END $$;
+  CREATE INDEX IF NOT EXISTS idx_support_ticket_comments_ticket
+    ON support_ticket_comments(ticket_id, created_at);
 `;
 
 let migrated = false;
@@ -381,6 +533,119 @@ export async function clearEncryptedSecrets(requestId: string): Promise<void> {
  * Caller is responsible for verifying the row belongs to the user's
  * org before calling.
  */
+/**
+ * Create a resume request (Bug 37a). Used when an owner of a suspended
+ * tenant wants to reactivate it. Resume is admin-gated — the request
+ * sits as `pending` until a platform admin approves or rejects it.
+ *
+ * Tenant-name uniqueness is enforced for `pending` resume rows by a
+ * partial unique index, so a customer can't spam the queue with
+ * duplicate resume requests for the same tenant. The DB throws a
+ * unique-violation if they try; callers should catch that and translate
+ * to a 409.
+ *
+ * Why this lives in tenant_requests instead of a separate table:
+ *   - the lifecycle is identical (pending → approved/rejected, plus
+ *     customer-side cancel and dismiss-after-terminal)
+ *   - the customer dashboard renders pending+resume cards from the
+ *     same `listActiveTenantRequestsByOrgId` query — adding a separate
+ *     table would mean two queries and union-merging in the UI
+ *   - the admin queue likewise treats them uniformly
+ * The cost is a discriminator column (`request_type`) and most
+ * provision-only fields being null on resume rows. That's a tradeoff
+ * I think is worth it.
+ */
+export async function createResumeRequest(params: {
+  tenantName: string;
+  zitadelOrgId: string;
+  zitadelUserId: string;
+  contactName: string;
+  contactEmail: string;
+  // Provision-only fields default sensibly. company_name + agent_name
+  // are NOT NULL in the original schema; we copy them from the existing
+  // tenant request for traceability rather than storing dummy values.
+  companyName: string;
+  agentName: string;
+  /**
+   * Feature 6: optional free-form note from the customer explaining
+   * why they want reactivation. Surfaced to admin in the queue and
+   * forwarded to the platform notification email so the admin can
+   * decide before opening the request.
+   */
+  customerNotes?: string | null;
+}): Promise<TenantRequest> {
+  await ensureSchema();
+  const result = await getPool().query(
+    `INSERT INTO tenant_requests (
+        zitadel_org_id, zitadel_user_id, company_name,
+        contact_name, contact_email, agent_name,
+        tenant_name, request_type, status, customer_notes
+     ) VALUES ($1, $2, $3, $4, $5, $6, $7, 'resume', 'pending', $8)
+     RETURNING *`,
+    [
+      params.zitadelOrgId,
+      params.zitadelUserId,
+      params.companyName,
+      params.contactName,
+      params.contactEmail,
+      params.agentName,
+      params.tenantName,
+      params.customerNotes ?? null,
+    ]
+  );
+  return mapRow(result.rows[0]);
+}
+
+/**
+ * Get the most recent provision request for a tenant_name. Used by
+ * Bug 37a's resume-request creation to populate company_name and
+ * agent_name (NOT NULL columns) from the original provision row
+ * rather than make up values.
+ *
+ * Returns null when no such row exists — should be impossible in
+ * normal flow (resume requests are only created for already-existing
+ * tenants whose CR was created via approving a provision request),
+ * but the caller should guard against it for safety.
+ */
+export async function getTenantRequestByTenantName(
+  tenantName: string
+): Promise<TenantRequest | null> {
+  await ensureSchema();
+  const result = await getPool().query(
+    `SELECT * FROM tenant_requests
+      WHERE tenant_name = $1
+        AND request_type = 'provision'
+      ORDER BY created_at DESC
+      LIMIT 1`,
+    [tenantName]
+  );
+  return result.rows.length > 0 ? mapRow(result.rows[0]) : null;
+}
+
+/**
+ * Return the in-flight (pending) resume request for a given tenant, if
+ * any. Used both to gate the customer's "Request reactivation" button
+ * (don't allow a second when one's already pending) and by the admin
+ * UI to navigate from the tenant detail page to the awaiting request.
+ *
+ * Returns null when no pending resume exists. Approved/rejected rows
+ * are never returned — they're terminal.
+ */
+export async function getPendingResumeRequestForTenant(
+  tenantName: string
+): Promise<TenantRequest | null> {
+  await ensureSchema();
+  const result = await getPool().query(
+    `SELECT * FROM tenant_requests
+      WHERE tenant_name = $1
+        AND request_type = 'resume'
+        AND status = 'pending'
+      LIMIT 1`,
+    [tenantName]
+  );
+  return result.rows.length > 0 ? mapRow(result.rows[0]) : null;
+}
+
 export async function dismissTenantRequest(id: string): Promise<void> {
   await ensureSchema();
   await getPool().query(
@@ -498,8 +763,33 @@ export async function deleteTenantRequest(id: string): Promise<void> {
 }
 
 /**
- * Sync provisioning statuses: for all requests with status "provisioning",
+ * Reconcile the portal's tenant_requests table against actual cluster
- * check if the PiecedTenant CR has reached "Ready" and update to "active".
+ * state. Three passes, walking only rows with `tenant_name` set:
+ *
+ *   1. provisioning → active: when a tenant CR's phase reaches Ready
+ *      or Running, the portal flips the row to active so the
+ *      "provisioning…" card transitions into the running tenant view.
+ *
+ *   2. active/provisioning → deleted: when the corresponding CR no
+ *      longer exists in the cluster (404), or is mid-deletion (has
+ *      metadata.deletionTimestamp set), the row gets flipped to
+ *      `deleted`. The DB is otherwise blind to operator-initiated
+ *      deletions — when the 60-day TTL fires (Bug 37b) and the
+ *      operator deletes a suspended tenant, the portal would happily
+ *      keep showing the "Your assistant is ready!" card forever.
+ *      Without this reconciliation the dashboard drifts from reality.
+ *
+ *   3. pending resume → cancelled: when a pending resume request's
+ *      tenant is no longer suspended (admin resumed it directly,
+ *      tenant was deleted, or it was never suspended in the first
+ *      place), the request is moot. Flip to 'cancelled' so the
+ *      pending-resume unique index releases for any future genuine
+ *      resume request. We pick `cancelled` over `rejected` because
+ *      the customer didn't do anything wrong — circumstances just
+ *      changed.
+ *
+ * Errors are tolerated per-row: a transient API hiccup on one tenant
+ * shouldn't fail the whole sweep. Skipped rows get retried next call.
  *
  * Slice 3 note: with multi-tenant per org, this iterates each row
  * individually (keyed by its own tenant_name), so multiple in-flight
@@ -507,24 +797,78 @@ export async function deleteTenantRequest(id: string): Promise<void> {
  */
 export async function syncProvisioningStatuses(): Promise<void> {
   await ensureSchema();
+  // Active+provisioning rows: status reflects "the tenant should
+  // exist and be running".
+  // Pending resume rows: status reflects "the tenant is suspended,
+  // awaiting reactivation".
+  // Both need cluster-side validation; we fetch them in one query
+  // and dispatch on (status, request_type).
   const result = await getPool().query<TenantRequest>(
-    "SELECT * FROM tenant_requests WHERE status = 'provisioning'"
+    `SELECT * FROM tenant_requests
+       WHERE tenant_name IS NOT NULL
+         AND (
+           status IN ('provisioning', 'active')
+           OR (status = 'pending' AND request_type = 'resume')
+         )`
   );
 
   for (const row of result.rows) {
     const mapped = mapRow(row);
     if (!mapped.tenantName) continue;
 
+    let tenant: Awaited<ReturnType<typeof getTenant>> = null;
     try {
-      const tenant = await getTenant(mapped.tenantName);
+      tenant = await getTenant(mapped.tenantName);
-      if (
-        tenant?.status?.phase === "Ready" ||
-        tenant?.status?.phase === "Running"
-      ) {
-        await updateTenantRequestStatus(mapped.id, "active");
-      }
     } catch {
-      // Tenant might not exist yet — skip
+      // Transient API error — skip this row, retry on next sweep.
+      continue;
+    }
+
+    // Pending resume request: validity hinges on tenant being suspended.
+    if (
+      mapped.status === "pending" &&
+      mapped.requestType === "resume"
+    ) {
+      // Tenant doesn't exist or is being deleted: cancel the resume
+      // request (it can never be fulfilled). Don't fall through to
+      // the "deleted" branch below — that would also flip the
+      // provision row, which is the right thing for a CR-level
+      // deletion but we want this resume row specifically resolved
+      // here.
+      if (!tenant || tenant.metadata.deletionTimestamp) {
+        await updateTenantRequestStatus(mapped.id, "cancelled");
+        continue;
+      }
+      // Tenant is no longer suspended: the request is moot.
+      // Cancel it (the customer didn't do anything wrong; the
+      // condition the request was about no longer applies).
+      if (!tenant.spec.suspend) {
+        await updateTenantRequestStatus(mapped.id, "cancelled");
+        continue;
+      }
+      // Tenant still suspended, request still relevant. Leave as-is.
+      continue;
+    }
+
+    // Active or provisioning row: CR gone, or mid-deletion. Flip the
+    // row to 'deleted'. `markTenantRequestDeletedByTenantName` flips
+    // every row with this tenant_name (provision + any resume rows),
+    // which is the right thing for a CR-level deletion.
+    if (!tenant || tenant.metadata.deletionTimestamp) {
+      await markTenantRequestDeletedByTenantName(mapped.tenantName);
+      continue;
+    }
+
+    // CR exists and is healthy. Promote provisioning → active when
+    // the operator reports the tenant has reached steady state.
+    // Keep `active` rows on `active` regardless of phase — a
+    // temporarily-Reconfiguring tenant is still active from the
+    // portal's billing/visibility perspective.
+    if (
+      mapped.status === "provisioning" &&
+      (tenant.status?.phase === "Ready" || tenant.status?.phase === "Running")
+    ) {
+      await updateTenantRequestStatus(mapped.id, "active");
     }
   }
 }
@@ -548,6 +892,7 @@ function mapRow(row: any): TenantRequest {
     packages: row.packages ?? [],
     billingAddress: row.billing_address ?? {},
     billingNotes: row.billing_notes,
+    customerNotes: row.customer_notes ?? null,
     status: row.status as TenantRequestStatus,
     adminNotes: row.admin_notes,
     tenantName: row.tenant_name,
@@ -555,11 +900,96 @@ function mapRow(row: any): TenantRequest {
     isPersonal: row.is_personal ?? false,
     dismissedAt:
       row.dismissed_at?.toISOString?.() ?? row.dismissed_at ?? null,
+    requestType: (row.request_type ?? "provision") as
+      | "provision"
+      | "resume",
     createdAt: row.created_at?.toISOString?.() ?? row.created_at,
     updatedAt: row.updated_at?.toISOString?.() ?? row.updated_at,
   };
 }
 
+// ---------------------------------------------------------------------------
+// Bug 35: org-scoped billing
+// ---------------------------------------------------------------------------
+
+function rowToOrgBilling(row: any): OrgBilling {
+  return {
+    zitadelOrgId: row.zitadel_org_id,
+    companyName: row.company_name,
+    streetAddress: row.street_address,
+    postalCode: row.postal_code,
+    city: row.city,
+    country: row.country,
+    vatNumber: row.vat_number ?? null,
+    billingEmail: row.billing_email,
+    notes: row.notes ?? null,
+    createdAt: row.created_at?.toISOString?.() ?? row.created_at,
+    updatedAt: row.updated_at?.toISOString?.() ?? row.updated_at,
+  };
+}
+
+/**
+ * Fetch org billing if it exists. Returns null when the org has never
+ * captured billing — that's the signal the wizard uses to know
+ * whether to render the inline billing step on the first tenant
+ * request.
+ */
+export async function getOrgBilling(
+  zitadelOrgId: string
+): Promise<OrgBilling | null> {
+  await ensureSchema();
+  const result = await getPool().query(
+    "SELECT * FROM org_billing WHERE zitadel_org_id = $1",
+    [zitadelOrgId]
+  );
+  return result.rows.length > 0 ? rowToOrgBilling(result.rows[0]) : null;
+}
+
+/**
+ * Insert or update org billing. Single function for both because the
+ * UI flow makes the "first time vs editing" distinction in a single
+ * settings page that doesn't need to know which one it's doing.
+ *
+ * VAT-required-for-companies isn't enforced here — that's an API
+ * concern (the API knows whether the caller is a company org).
+ * Keeping the DB layer dumb.
+ */
+export async function upsertOrgBilling(
+  data: Omit<OrgBilling, "createdAt" | "updatedAt">
+): Promise<OrgBilling> {
+  await ensureSchema();
+  const result = await getPool().query(
+    `INSERT INTO org_billing (
+       zitadel_org_id, company_name, street_address, postal_code,
+       city, country, vat_number, billing_email, notes
+     )
+     VALUES ($1, $2, $3, $4, $5, $6, $7, $8, $9)
+     ON CONFLICT (zitadel_org_id) DO UPDATE SET
+       company_name   = EXCLUDED.company_name,
+       street_address = EXCLUDED.street_address,
+       postal_code    = EXCLUDED.postal_code,
+       city           = EXCLUDED.city,
+       country        = EXCLUDED.country,
+       vat_number     = EXCLUDED.vat_number,
+       billing_email  = EXCLUDED.billing_email,
+       notes          = EXCLUDED.notes,
+       updated_at     = now()
+     RETURNING *`,
+    [
+      data.zitadelOrgId,
+      data.companyName,
+      data.streetAddress,
+      data.postalCode,
+      data.city,
+      data.country,
+      data.vatNumber ?? null,
+      data.billingEmail,
+      data.notes ?? null,
+    ]
+  );
+  return rowToOrgBilling(result.rows[0]);
+}
+
 // ---------------------------------------------------------------------------
 // Slice 6: tenant ↔ user assignments
 // ---------------------------------------------------------------------------
@@ -706,3 +1136,203 @@ export async function removeAllAssignmentsForUser(
     [orgId, userId]
   );
 }
+
+// ---------------------------------------------------------------------------
+// Feature 5: support tickets
+// ---------------------------------------------------------------------------
+
+function rowToSupportTicket(row: any): SupportTicket {
+  return {
+    id: row.id,
+    zitadelOrgId: row.zitadel_org_id,
+    zitadelUserId: row.zitadel_user_id,
+    title: row.title,
+    description: row.description,
+    category: row.category as SupportTicketCategory,
+    status: row.status as SupportTicketStatus,
+    contactEmail: row.contact_email,
+    contactName: row.contact_name,
+    createdAt: row.created_at?.toISOString?.() ?? row.created_at,
+    updatedAt: row.updated_at?.toISOString?.() ?? row.updated_at,
+  };
+}
+
+function rowToSupportTicketComment(row: any): SupportTicketComment {
+  return {
+    id: row.id,
+    ticketId: row.ticket_id,
+    authorUserId: row.author_user_id,
+    authorName: row.author_name,
+    authorKind: row.author_kind as SupportTicketCommentAuthorKind,
+    body: row.body,
+    createdAt: row.created_at?.toISOString?.() ?? row.created_at,
+  };
+}
+
+/**
+ * Create a new support ticket. The contact_name/contact_email are
+ * snapshotted from the session at creation time — see SupportTicket
+ * doc for why.
+ */
+export async function createSupportTicket(params: {
+  zitadelOrgId: string;
+  zitadelUserId: string;
+  title: string;
+  description: string;
+  category: SupportTicketCategory;
+  contactName: string;
+  contactEmail: string;
+}): Promise<SupportTicket> {
+  await ensureSchema();
+  const result = await getPool().query(
+    `INSERT INTO support_tickets (
+       zitadel_org_id, zitadel_user_id, title, description, category,
+       contact_name, contact_email
+     ) VALUES ($1, $2, $3, $4, $5, $6, $7)
+     RETURNING *`,
+    [
+      params.zitadelOrgId,
+      params.zitadelUserId,
+      params.title,
+      params.description,
+      params.category,
+      params.contactName,
+      params.contactEmail,
+    ]
+  );
+  return rowToSupportTicket(result.rows[0]);
+}
+
+/** Tickets created by a single user, newest activity first. */
+export async function listSupportTicketsForUser(
+  zitadelUserId: string
+): Promise<SupportTicket[]> {
+  await ensureSchema();
+  const result = await getPool().query(
+    `SELECT * FROM support_tickets
+       WHERE zitadel_user_id = $1
+       ORDER BY updated_at DESC`,
+    [zitadelUserId]
+  );
+  return result.rows.map(rowToSupportTicket);
+}
+
+/**
+ * Admin queue. Returns every ticket across all users/orgs, newest
+ * activity first. Pending tickets (open/reopened) bubble to the top
+ * by virtue of recent activity, but the API doesn't sort by status —
+ * the admin UI handles filtering and bucketing.
+ */
+export async function listAllSupportTickets(): Promise<SupportTicket[]> {
+  await ensureSchema();
+  const result = await getPool().query(
+    `SELECT * FROM support_tickets ORDER BY updated_at DESC`
+  );
+  return result.rows.map(rowToSupportTicket);
+}
+
+export async function getSupportTicketById(
+  id: string
+): Promise<SupportTicket | null> {
+  await ensureSchema();
+  const result = await getPool().query(
+    "SELECT * FROM support_tickets WHERE id = $1",
+    [id]
+  );
+  return result.rows.length > 0 ? rowToSupportTicket(result.rows[0]) : null;
+}
+
+export async function listCommentsForTicket(
+  ticketId: string
+): Promise<SupportTicketComment[]> {
+  await ensureSchema();
+  const result = await getPool().query(
+    `SELECT * FROM support_ticket_comments
+       WHERE ticket_id = $1
+       ORDER BY created_at`,
+    [ticketId]
+  );
+  return result.rows.map(rowToSupportTicketComment);
+}
+
+/**
+ * Insert a comment. Bumps the parent ticket's `updated_at` so the
+ * activity sort orders work — done in a transaction so the two are
+ * atomic from any concurrent reader's perspective.
+ *
+ * Caller is responsible for status auto-bumping (e.g. customer
+ * replying to a `waiting_for_customer` ticket → `in_progress`); the
+ * DB layer just writes what it's told.
+ */
+export async function createSupportTicketComment(params: {
+  ticketId: string;
+  authorUserId: string;
+  authorName: string;
+  authorKind: SupportTicketCommentAuthorKind;
+  body: string;
+}): Promise<SupportTicketComment> {
+  await ensureSchema();
+  const client = await getPool().connect();
+  try {
+    await client.query("BEGIN");
+    const inserted = await client.query(
+      `INSERT INTO support_ticket_comments (
+         ticket_id, author_user_id, author_name, author_kind, body
+       ) VALUES ($1, $2, $3, $4, $5)
+       RETURNING *`,
+      [
+        params.ticketId,
+        params.authorUserId,
+        params.authorName,
+        params.authorKind,
+        params.body,
+      ]
+    );
+    await client.query(
+      "UPDATE support_tickets SET updated_at = now() WHERE id = $1",
+      [params.ticketId]
+    );
+    await client.query("COMMIT");
+    return rowToSupportTicketComment(inserted.rows[0]);
+  } catch (e) {
+    await client.query("ROLLBACK");
+    throw e;
+  } finally {
+    client.release();
+  }
+}
+
+/**
+ * Update mutable fields on a ticket. Only category and status are
+ * mutable; title/description are frozen post-creation. Returns the
+ * updated row so callers can email the right contact_email
+ * afterwards.
+ */
+export async function updateSupportTicket(
+  id: string,
+  changes: { status?: SupportTicketStatus; category?: SupportTicketCategory }
+): Promise<SupportTicket | null> {
+  await ensureSchema();
+  const sets: string[] = ["updated_at = now()"];
+  const values: any[] = [id];
+  let idx = 2;
+  if (changes.status !== undefined) {
+    sets.push(`status = $${idx}`);
+    values.push(changes.status);
+    idx++;
+  }
+  if (changes.category !== undefined) {
+    sets.push(`category = $${idx}`);
+    values.push(changes.category);
+    idx++;
+  }
+  // No-op early exit. Without an actual change we still want
+  // updated_at refreshed if the caller asked for one, but if they
+  // passed neither field there's nothing to do.
+  if (sets.length === 1) return getSupportTicketById(id);
+  const result = await getPool().query(
+    `UPDATE support_tickets SET ${sets.join(", ")} WHERE id = $1 RETURNING *`,
+    values
+  );
+  return result.rows.length > 0 ? rowToSupportTicket(result.rows[0]) : null;
+}

src/lib/email.ts

@@ -11,6 +11,17 @@
  *   SMTP_PASS                  — App Password
  *   SMTP_FROM                  — e.g. "PieCed <noreply@pieced.ch>"
  *   ADMIN_NOTIFICATION_EMAIL   — e.g. admin@pieced.ch (optional)
+ *   SUPPORT_CONTACT_EMAIL      — e.g. support@pieced.ch (optional)
+ *                                 Customer-facing address for "have
+ *                                 questions?" follow-ups in
+ *                                 transactional emails. The from
+ *                                 address itself (SMTP_USER) is
+ *                                 typically a noreply mailbox, so we
+ *                                 don't tell customers to "reply to
+ *                                 this email" — instead we point them
+ *                                 at this monitored address. If
+ *                                 unset, the contact-prompt line is
+ *                                 simply omitted from emails.
  */
 
 import nodemailer from "nodemailer";
@@ -42,6 +53,12 @@ function getFrom(): string {
   );
 }
 
+/** Returns the customer-facing support email address, or null if unset. */
+function getSupportContactEmail(): string | null {
+  const v = process.env.SUPPORT_CONTACT_EMAIL?.trim();
+  return v && v.length > 0 ? v : null;
+}
+
 /**
  * Escape HTML entities to prevent injection in HTML emails.
  */
@@ -125,6 +142,21 @@ export async function sendRejectionEmail(
          </div>`
       : "";
 
+    const supportEmail = getSupportContactEmail();
+    // The customer here is rejected pre-onboarding — they don't yet
+    // have a portal account, so we can't send them to /support.
+    // Instead point at the configured support address (if set).
+    // If unset (e.g. early pilot before a support inbox exists), we
+    // omit the follow-up line entirely rather than promise something
+    // that goes nowhere — telling the customer to "reply to this
+    // email" would be misleading because we send from a noreply box.
+    const contactLineText = supportEmail
+      ? `If you have questions or would like to discuss this further, please contact us at ${supportEmail}.`
+      : "";
+    const contactLineHtml = supportEmail
+      ? `<p>If you have questions or would like to discuss this further, please contact us at <a href="mailto:${escapeHtml(supportEmail)}" style="color: #3b82f6;">${escapeHtml(supportEmail)}</a>.</p>`
+      : "";
+
     await getTransporter().sendMail({
       from: getFrom(),
       to,
@@ -134,18 +166,20 @@ export async function sendRejectionEmail(
         "",
         `Thank you for your interest in PieCed IT. Unfortunately, we were unable to approve your onboarding request for ${companyName} at this time.`,
         notesBlock,
-        "If you have questions or would like to discuss this further, please reply to this email.",
+        contactLineText,
         "",
         "Best regards,",
         "PieCed IT",
-      ].join("\n"),
+      ]
+        .filter((s) => s !== "")
+        .join("\n"),
       html: `
         <div style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', sans-serif; max-width: 560px; margin: 0 auto; color: #e0e0e0; background: #1a1a1a; padding: 32px; border-radius: 12px;">
           <h2 style="color: #ffffff; margin-top: 0;">Update on your onboarding request</h2>
           <p>Hello ${safeName},</p>
           <p>Thank you for your interest in PieCed IT. Unfortunately, we were unable to approve your onboarding request for <strong>${safeCompany}</strong> at this time.</p>
           ${notesHtml}
-          <p>If you have questions or would like to discuss this further, please reply to this email.</p>
+          ${contactLineHtml}
           <hr style="border: none; border-top: 1px solid #333; margin: 24px 0;" />
           <p style="color: #666; font-size: 12px;">PieCed IT — Hosted on-premises in Switzerland</p>
         </div>
@@ -156,6 +190,130 @@ export async function sendRejectionEmail(
   }
 }
 
+/**
+ * Bug 37a: separate email for resume request approval. The tenant
+ * already exists; the message is "we're un-suspending it" rather than
+ * "we're provisioning a new instance". Avoids confusing the customer
+ * with onboarding language for a tenant they already had.
+ */
+export async function sendResumeApprovalEmail(
+  to: string,
+  contactName: string,
+  companyName: string
+): Promise<void> {
+  const safeName = escapeHtml(contactName);
+  const safeCompany = escapeHtml(companyName);
+
+  try {
+    await getTransporter().sendMail({
+      from: getFrom(),
+      to,
+      subject: `Your PieCed AI assistant has been reactivated — ${companyName}`,
+      text: [
+        `Hello ${contactName},`,
+        "",
+        `Good news — your reactivation request for ${companyName} has been approved.`,
+        "",
+        "Your AI assistant is being brought back online and should be ready in a few minutes.",
+        "You can check the status in your dashboard at https://app.pieced.ch",
+        "",
+        "Best regards,",
+        "PieCed IT",
+      ].join("\n"),
+      html: `
+        <div style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', sans-serif; max-width: 560px; margin: 0 auto; color: #e0e0e0; background: #1a1a1a; padding: 32px; border-radius: 12px;">
+          <h2 style="color: #ffffff; margin-top: 0;">Your AI assistant has been reactivated</h2>
+          <p>Hello ${safeName},</p>
+          <p>Good news — your reactivation request for <strong>${safeCompany}</strong> has been approved.</p>
+          <p>Your AI assistant is being brought back online and should be ready in a few minutes.</p>
+          <p>
+            <a href="https://app.pieced.ch" style="display: inline-block; padding: 10px 24px; background: #3b82f6; color: #ffffff; text-decoration: none; border-radius: 8px; font-weight: 500;">
+              Go to Dashboard
+            </a>
+          </p>
+          <hr style="border: none; border-top: 1px solid #333; margin: 24px 0;" />
+          <p style="color: #666; font-size: 12px;">PieCed IT — Hosted on-premises in Switzerland</p>
+        </div>
+      `,
+    });
+  } catch (err) {
+    console.error("Failed to send resume approval email:", err);
+  }
+}
+
+/**
+ * Bug 37a: separate email for resume request rejection. Differs from
+ * the onboarding rejection in two ways: it explicitly mentions the
+ * tenant remains suspended, and it points the customer to the
+ * 60-day retention window so they understand the deletion clock is
+ * still ticking. The latter is important — a customer reading a
+ * generic "request rejected" email might not realise their data is
+ * still on a countdown.
+ */
+export async function sendResumeRejectionEmail(
+  to: string,
+  contactName: string,
+  companyName: string,
+  adminNotes?: string
+): Promise<void> {
+  const safeName = escapeHtml(contactName);
+  const safeCompany = escapeHtml(companyName);
+  const safeNotes = adminNotes ? escapeHtml(adminNotes) : "";
+
+  try {
+    const notesBlock = adminNotes
+      ? `\nNote from our team:\n${adminNotes}\n`
+      : "";
+    const notesHtml = safeNotes
+      ? `<div style="background: #2a2a2a; border-left: 3px solid #ef4444; padding: 12px 16px; border-radius: 6px; margin: 16px 0;">
+           <p style="color: #ccc; font-size: 13px; margin: 0;"><strong>Note from our team:</strong></p>
+           <p style="color: #aaa; font-size: 13px; margin: 8px 0 0 0;">${safeNotes}</p>
+         </div>`
+      : "";
+
+    // The customer has portal access (their tenant exists, they
+    // just had a resume request rejected), so direct them to the
+    // support ticket system for follow-up. We never tell them to
+    // "reply to this email" because the from address is a noreply
+    // mailbox.
+    const contactLineText =
+      "If you have questions, open a support ticket at https://app.pieced.ch/support.";
+    const contactLineHtml = `<p>If you have questions, <a href="https://app.pieced.ch/support" style="color: #3b82f6;">open a support ticket</a>.</p>`;
+
+    await getTransporter().sendMail({
+      from: getFrom(),
+      to,
+      subject: `Update on your reactivation request — ${companyName}`,
+      text: [
+        `Hello ${contactName},`,
+        "",
+        `Thank you for your reactivation request for ${companyName}. Unfortunately, we were unable to approve it at this time.`,
+        notesBlock,
+        "Your tenant remains suspended. As a reminder, your data is preserved for 60 days from the original cancellation date, after which it will be permanently deleted. You can submit a new reactivation request at any time before then.",
+        "",
+        contactLineText,
+        "",
+        "Best regards,",
+        "PieCed IT",
+      ].join("\n"),
+      html: `
+        <div style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', sans-serif; max-width: 560px; margin: 0 auto; color: #e0e0e0; background: #1a1a1a; padding: 32px; border-radius: 12px;">
+          <h2 style="color: #ffffff; margin-top: 0;">Update on your reactivation request</h2>
+          <p>Hello ${safeName},</p>
+          <p>Thank you for your reactivation request for <strong>${safeCompany}</strong>. Unfortunately, we were unable to approve it at this time.</p>
+          ${notesHtml}
+          <p>Your tenant remains suspended. As a reminder, your data is preserved for 60 days from the original cancellation date, after which it will be permanently deleted. You can submit a new reactivation request at any time before then.</p>
+          ${contactLineHtml}
+          <hr style="border: none; border-top: 1px solid #333; margin: 24px 0;" />
+          <p style="color: #666; font-size: 12px;">PieCed IT — Hosted on-premises in Switzerland</p>
+        </div>
+      `,
+    });
+  } catch (err) {
+    console.error("Failed to send resume rejection email:", err);
+  }
+}
+
 export async function sendAdminNotificationEmail(
   companyName: string,
   contactName: string,
@@ -203,3 +361,365 @@ export async function sendAdminNotificationEmail(
     console.error("Failed to send admin notification email:", err);
   }
 }
+
+// ---------------------------------------------------------------------------
+// Feature 6: resume-request admin notification
+// ---------------------------------------------------------------------------
+
+/**
+ * Notify the admin distribution list that a customer has requested
+ * reactivation of a suspended tenant. Distinct from the onboarding
+ * notification because the action consequences differ (admin
+ * approving a resume just unsuspends an existing tenant; no
+ * provisioning runs), and because the customer's note — explaining
+ * why they want reactivation — is meaningful context for the admin
+ * triaging the queue.
+ *
+ * Skipped silently if ADMIN_NOTIFICATION_EMAIL isn't set, matching
+ * the pattern of the other admin notification functions.
+ */
+export async function sendResumeRequestAdminNotificationEmail(params: {
+  tenantName: string;
+  companyName: string;
+  contactName: string;
+  contactEmail: string;
+  customerNotes?: string | null;
+}): Promise<void> {
+  const adminEmail = process.env.ADMIN_NOTIFICATION_EMAIL;
+  if (!adminEmail) return;
+
+  const safeCompany = escapeHtml(params.companyName);
+  const safeName = escapeHtml(params.contactName);
+  const safeEmail = escapeHtml(params.contactEmail);
+  const safeTenant = escapeHtml(params.tenantName);
+  const safeNotes = params.customerNotes ? escapeHtml(params.customerNotes) : "";
+
+  const noteText = params.customerNotes
+    ? `\nCustomer's note:\n${params.customerNotes}\n`
+    : "";
+  const noteHtml = safeNotes
+    ? `<div style="background: #2a2a2a; border-left: 3px solid #3b82f6; padding: 12px 16px; border-radius: 6px; margin: 16px 0; white-space: pre-wrap;">
+         <p style="color: #ccc; font-size: 13px; margin: 0 0 8px 0;"><strong>Customer's note:</strong></p>
+         <p style="color: #e0e0e0; font-size: 13px; margin: 0;">${safeNotes}</p>
+       </div>`
+    : "";
+
+  try {
+    await getTransporter().sendMail({
+      from: getFrom(),
+      to: adminEmail,
+      subject: `Reactivation request: ${params.companyName}`,
+      text: [
+        `A customer has requested reactivation of a suspended tenant.`,
+        "",
+        `Company: ${params.companyName}`,
+        `Tenant:  ${params.tenantName}`,
+        `Contact: ${params.contactName} (${params.contactEmail})`,
+        noteText,
+        `Review at https://app.pieced.ch/admin`,
+      ]
+        .filter((s) => s !== "")
+        .join("\n"),
+      html: `
+        <div style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', sans-serif; max-width: 560px; margin: 0 auto; color: #e0e0e0; background: #1a1a1a; padding: 32px; border-radius: 12px;">
+          <h2 style="color: #ffffff; margin-top: 0;">Reactivation request</h2>
+          <p>A customer has requested reactivation of a suspended tenant.</p>
+          <table style="color: #ccc; font-size: 14px; margin: 16px 0;">
+            <tr><td style="padding: 4px 12px 4px 0; color: #888;">Company:</td><td>${safeCompany}</td></tr>
+            <tr><td style="padding: 4px 12px 4px 0; color: #888;">Tenant:</td><td style="font-family: monospace;">${safeTenant}</td></tr>
+            <tr><td style="padding: 4px 12px 4px 0; color: #888;">Contact:</td><td>${safeName} (${safeEmail})</td></tr>
+          </table>
+          ${noteHtml}
+          <p>
+            <a href="https://app.pieced.ch/admin" style="display: inline-block; padding: 10px 24px; background: #3b82f6; color: #ffffff; text-decoration: none; border-radius: 8px; font-weight: 500;">
+              Review Request
+            </a>
+          </p>
+          <hr style="border: none; border-top: 1px solid #333; margin: 24px 0;" />
+          <p style="color: #666; font-size: 12px;">PieCed IT — Admin notification</p>
+        </div>
+      `,
+    });
+  } catch (err) {
+    console.error("Failed to send resume request admin notification:", err);
+  }
+}
+
+// ---------------------------------------------------------------------------
+// Feature 5: support ticket emails
+// ---------------------------------------------------------------------------
+
+/**
+ * Email subject prefix that helps customers thread tickets in their
+ * mail client. We don't have inbound email processing — replies via
+ * email back to us go nowhere — but the prefix is still useful for
+ * the customer's own organisation. The id is shortened to 8 chars
+ * for human readability; collisions on the truncated form within a
+ * single user's inbox are vanishingly unlikely.
+ */
+function ticketSubjectPrefix(ticketId: string): string {
+  return `[PieCed Support #${ticketId.slice(0, 8)}]`;
+}
+
+const STATUS_LABELS_EN: Record<string, string> = {
+  open: "Open",
+  in_progress: "In progress",
+  waiting_for_customer: "Waiting for your reply",
+  resolved: "Resolved",
+  reopened: "Reopened",
+};
+
+/**
+ * Sent to the customer when they create a ticket — confirmation
+ * that we received it and a copy of the ticket id for their records.
+ */
+export async function sendSupportTicketCreatedEmail(params: {
+  to: string;
+  contactName: string;
+  ticketId: string;
+  title: string;
+}): Promise<void> {
+  const safeName = escapeHtml(params.contactName);
+  const safeTitle = escapeHtml(params.title);
+  const shortId = params.ticketId.slice(0, 8);
+  const subject = `${ticketSubjectPrefix(params.ticketId)} ${params.title}`;
+
+  try {
+    await getTransporter().sendMail({
+      from: getFrom(),
+      to: params.to,
+      subject,
+      text: [
+        `Hello ${params.contactName},`,
+        "",
+        `We've received your support request "${params.title}" (reference #${shortId}).`,
+        "",
+        "Our team will review and respond as soon as possible. You can track the status and reply at https://app.pieced.ch/support.",
+        "",
+        "Best regards,",
+        "PieCed IT",
+      ].join("\n"),
+      html: `
+        <div style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', sans-serif; max-width: 560px; margin: 0 auto; color: #e0e0e0; background: #1a1a1a; padding: 32px; border-radius: 12px;">
+          <h2 style="color: #ffffff; margin-top: 0;">Support request received</h2>
+          <p>Hello ${safeName},</p>
+          <p>We've received your support request <strong>"${safeTitle}"</strong> (reference #${shortId}).</p>
+          <p>Our team will review and respond as soon as possible.</p>
+          <p>
+            <a href="https://app.pieced.ch/support" style="display: inline-block; padding: 10px 24px; background: #3b82f6; color: #ffffff; text-decoration: none; border-radius: 8px; font-weight: 500;">
+              View ticket
+            </a>
+          </p>
+          <hr style="border: none; border-top: 1px solid #333; margin: 24px 0;" />
+          <p style="color: #666; font-size: 12px;">PieCed IT — Hosted on-premises in Switzerland</p>
+        </div>
+      `,
+    });
+  } catch (err) {
+    console.error("Failed to send support ticket creation email:", err);
+  }
+}
+
+/**
+ * Sent to the customer when an admin replies to one of their tickets.
+ * Includes the body of the reply inline so the customer can read it
+ * without clicking through (especially useful on mobile).
+ */
+export async function sendSupportTicketReplyEmail(params: {
+  to: string;
+  contactName: string;
+  ticketId: string;
+  title: string;
+  authorName: string;
+  body: string;
+}): Promise<void> {
+  const safeName = escapeHtml(params.contactName);
+  const safeTitle = escapeHtml(params.title);
+  const safeAuthor = escapeHtml(params.authorName);
+  const safeBody = escapeHtml(params.body);
+  const shortId = params.ticketId.slice(0, 8);
+  const subject = `${ticketSubjectPrefix(params.ticketId)} Re: ${params.title}`;
+
+  try {
+    await getTransporter().sendMail({
+      from: getFrom(),
+      to: params.to,
+      subject,
+      text: [
+        `Hello ${params.contactName},`,
+        "",
+        `${params.authorName} replied to your ticket "${params.title}" (#${shortId}):`,
+        "",
+        params.body,
+        "",
+        "Reply or follow up at https://app.pieced.ch/support.",
+        "",
+        "Best regards,",
+        "PieCed IT",
+      ].join("\n"),
+      html: `
+        <div style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', sans-serif; max-width: 560px; margin: 0 auto; color: #e0e0e0; background: #1a1a1a; padding: 32px; border-radius: 12px;">
+          <h2 style="color: #ffffff; margin-top: 0;">New reply on your ticket</h2>
+          <p>Hello ${safeName},</p>
+          <p><strong>${safeAuthor}</strong> replied to your ticket <strong>"${safeTitle}"</strong> (#${shortId}):</p>
+          <div style="background: #2a2a2a; border-left: 3px solid #3b82f6; padding: 12px 16px; border-radius: 6px; margin: 16px 0; white-space: pre-wrap;">
+            ${safeBody}
+          </div>
+          <p>
+            <a href="https://app.pieced.ch/support" style="display: inline-block; padding: 10px 24px; background: #3b82f6; color: #ffffff; text-decoration: none; border-radius: 8px; font-weight: 500;">
+              View ticket
+            </a>
+          </p>
+          <hr style="border: none; border-top: 1px solid #333; margin: 24px 0;" />
+          <p style="color: #666; font-size: 12px;">PieCed IT — Hosted on-premises in Switzerland</p>
+        </div>
+      `,
+    });
+  } catch (err) {
+    console.error("Failed to send support ticket reply email:", err);
+  }
+}
+
+/**
+ * Sent to the customer when an admin changes status without a comment.
+ * If the same admin action included a comment, they'd get the
+ * reply email instead — caller decides which to send.
+ */
+export async function sendSupportTicketStatusEmail(params: {
+  to: string;
+  contactName: string;
+  ticketId: string;
+  title: string;
+  newStatus: string;
+}): Promise<void> {
+  const safeName = escapeHtml(params.contactName);
+  const safeTitle = escapeHtml(params.title);
+  const statusLabel = STATUS_LABELS_EN[params.newStatus] ?? params.newStatus;
+  const shortId = params.ticketId.slice(0, 8);
+  const subject = `${ticketSubjectPrefix(params.ticketId)} Status: ${statusLabel}`;
+
+  try {
+    await getTransporter().sendMail({
+      from: getFrom(),
+      to: params.to,
+      subject,
+      text: [
+        `Hello ${params.contactName},`,
+        "",
+        `The status of your ticket "${params.title}" (#${shortId}) has been updated to: ${statusLabel}.`,
+        "",
+        "View details and respond if needed at https://app.pieced.ch/support.",
+        "",
+        "Best regards,",
+        "PieCed IT",
+      ].join("\n"),
+      html: `
+        <div style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', sans-serif; max-width: 560px; margin: 0 auto; color: #e0e0e0; background: #1a1a1a; padding: 32px; border-radius: 12px;">
+          <h2 style="color: #ffffff; margin-top: 0;">Ticket status update</h2>
+          <p>Hello ${safeName},</p>
+          <p>The status of your ticket <strong>"${safeTitle}"</strong> (#${shortId}) has been updated to:</p>
+          <p style="font-size: 18px; color: #3b82f6; font-weight: 600;">${escapeHtml(statusLabel)}</p>
+          <p>
+            <a href="https://app.pieced.ch/support" style="display: inline-block; padding: 10px 24px; background: #3b82f6; color: #ffffff; text-decoration: none; border-radius: 8px; font-weight: 500;">
+              View ticket
+            </a>
+          </p>
+          <hr style="border: none; border-top: 1px solid #333; margin: 24px 0;" />
+          <p style="color: #666; font-size: 12px;">PieCed IT — Hosted on-premises in Switzerland</p>
+        </div>
+      `,
+    });
+  } catch (err) {
+    console.error("Failed to send support ticket status email:", err);
+  }
+}
+
+/**
+ * Notify the platform admin distribution list of a new ticket OR a
+ * customer reply. Mirror of sendAdminNotificationEmail's pattern —
+ * uses the same ADMIN_NOTIFICATION_EMAIL env var.
+ *
+ * Two trigger reasons supported:
+ *  - 'created'  → new ticket from a customer
+ *  - 'replied'  → customer replied to existing ticket (we want admin
+ *                 visibility, e.g. to know the ticket needs another
+ *                 round of attention)
+ */
+export async function sendSupportAdminNotificationEmail(params: {
+  reason: "created" | "replied";
+  ticketId: string;
+  title: string;
+  contactName: string;
+  contactEmail: string;
+  body?: string; // The new message content (description on create, comment body on reply)
+  category?: string;
+}): Promise<void> {
+  const adminEmail = process.env.ADMIN_NOTIFICATION_EMAIL;
+  if (!adminEmail) {
+    console.warn(
+      "ADMIN_NOTIFICATION_EMAIL not set; skipping admin support notification"
+    );
+    return;
+  }
+  const safeContact = escapeHtml(params.contactName);
+  const safeContactEmail = escapeHtml(params.contactEmail);
+  const safeTitle = escapeHtml(params.title);
+  const safeBody = params.body ? escapeHtml(params.body) : "";
+  const shortId = params.ticketId.slice(0, 8);
+
+  const subjectVerb = params.reason === "created" ? "New" : "Reply on";
+  const subject = `${ticketSubjectPrefix(params.ticketId)} ${subjectVerb}: ${params.title}`;
+
+  const headlineHtml =
+    params.reason === "created"
+      ? `<h2 style="color: #ffffff; margin-top: 0;">New support ticket</h2>`
+      : `<h2 style="color: #ffffff; margin-top: 0;">Customer replied on ticket</h2>`;
+
+  try {
+    await getTransporter().sendMail({
+      from: getFrom(),
+      to: adminEmail,
+      subject,
+      text: [
+        params.reason === "created"
+          ? "A new support ticket was opened:"
+          : "A customer replied to a support ticket:",
+        "",
+        `From:     ${params.contactName} <${params.contactEmail}>`,
+        `Ticket:   ${params.title} (#${shortId})`,
+        params.category ? `Category: ${params.category}` : "",
+        "",
+        params.body ? "Message:" : "",
+        params.body ?? "",
+        "",
+        `View at https://app.pieced.ch/support/${params.ticketId}`,
+      ]
+        .filter((s) => s !== "")
+        .join("\n"),
+      html: `
+        <div style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', sans-serif; max-width: 560px; margin: 0 auto; color: #e0e0e0; background: #1a1a1a; padding: 32px; border-radius: 12px;">
+          ${headlineHtml}
+          <table style="width:100%; font-size: 13px; color: #aaa; margin-bottom: 16px;">
+            <tr><td style="padding: 4px 0; width: 100px;">From</td><td style="padding: 4px 0; color: #fff;">${safeContact} &lt;${safeContactEmail}&gt;</td></tr>
+            <tr><td style="padding: 4px 0;">Title</td><td style="padding: 4px 0; color: #fff;">${safeTitle} <span style="color: #666;">(#${shortId})</span></td></tr>
+            ${params.category ? `<tr><td style="padding: 4px 0;">Category</td><td style="padding: 4px 0; color: #fff;">${escapeHtml(params.category)}</td></tr>` : ""}
+          </table>
+          ${
+            params.body
+              ? `<div style="background: #2a2a2a; border-left: 3px solid #3b82f6; padding: 12px 16px; border-radius: 6px; margin: 16px 0; white-space: pre-wrap;">${safeBody}</div>`
+              : ""
+          }
+          <p>
+            <a href="https://app.pieced.ch/support/${params.ticketId}" style="display: inline-block; padding: 10px 24px; background: #3b82f6; color: #ffffff; text-decoration: none; border-radius: 8px; font-weight: 500;">
+              Open in admin queue
+            </a>
+          </p>
+          <hr style="border: none; border-top: 1px solid #333; margin: 24px 0;" />
+          <p style="color: #666; font-size: 12px;">PieCed IT — Admin notification</p>
+        </div>
+      `,
+    });
+  } catch (err) {
+    console.error("Failed to send admin support notification:", err);
+  }
+}

src/lib/k8s.ts

@@ -130,3 +130,46 @@ export async function patchTenantSpec(
   }
   return res.json() as Promise<PiecedTenant>;
 }
+
+/**
+ * Set or clear an annotation on a PiecedTenant CR.
+ *
+ * Pass `value=null` to remove the annotation. K8s merge-patch removes
+ * a key when its value is null in the patch — that's exactly the
+ * semantic we want.
+ *
+ * Used by the resume-request flow (Bug 37a): the portal sets
+ * `pieced.ch/resume-request-pending` when a customer creates a
+ * resume request, and clears it when the request transitions to a
+ * terminal state. The operator reads this annotation to pause its
+ * 60-day deletion timer while a resume request is in flight.
+ *
+ * Annotations are namespaced informally — we use `pieced.ch/...` for
+ * everything we own, mirroring the labels.
+ */
+export async function setTenantAnnotation(
+  name: string,
+  key: string,
+  value: string | null
+): Promise<PiecedTenant> {
+  const url = `${getBaseUrl()}/apis/${API_VERSION}/${PLURAL}/${name}`;
+  const res = await fetch(url, {
+    method: "PATCH",
+    headers: {
+      Accept: "application/json",
+      "Content-Type": "application/merge-patch+json",
+      ...getAuthHeaders(),
+    },
+    body: JSON.stringify({
+      metadata: { annotations: { [key]: value } },
+    }),
+  });
+
+  if (!res.ok) {
+    const text = await res.text();
+    const err = new Error(`K8s annotate /${name}: ${res.status} ${text}`);
+    (err as any).statusCode = res.status;
+    throw err;
+  }
+  return res.json() as Promise<PiecedTenant>;
+}

src/lib/validation.ts

@@ -86,6 +86,13 @@ export const billingAddressSchema = z
     country: z.enum(SUPPORTED_COUNTRIES, {
       message: "Please choose a country from the list",
     }),
+    // Bug 35: VAT identifier. Required for company customers (B2B);
+    // omitted entirely for personal customers (B2C — private
+    // individuals don't have a VAT number). The schema marks it
+    // optional because the same schema is used for both flows;
+    // company-vs-personal enforcement happens at the API layer where
+    // `user.isPersonal` is known.
+    vatNumber: z.string().trim().max(50).optional(),
   })
   .superRefine((data, ctx) => {
     const pattern = POSTAL_CODE_PATTERNS[data.country];
@@ -123,6 +130,12 @@ export const billingStepSchema = z.object({
  * Full onboarding payload. Used by the API route and by the wizard's
  * submit handler. `packageSecrets` is a free-shape map that gets
  * encrypted by the server before it touches the DB.
+ *
+ * Bug 35: `billingAddress` is now optional at the schema level. The
+ * wizard omits it entirely when the org already has an `org_billing`
+ * record. The API enforces "billing must exist by the end" by either
+ * looking up the existing org_billing row OR validating the supplied
+ * payload — neither path can be skipped without a 400.
  */
 export const onboardingSchema = z.object({
   instanceName: z
@@ -139,7 +152,7 @@ export const onboardingSchema = z.object({
   packageSecrets: z
     .record(z.string(), z.record(z.string(), z.string()))
     .optional(),
-  billingAddress: billingAddressSchema,
+  billingAddress: billingAddressSchema.optional(),
   billingNotes: z.string().max(2_000).optional(),
 });
 

src/messages/de.json

@@ -12,7 +12,10 @@
     "save": "Speichern",
     "error": "Ein Fehler ist aufgetreten",
     "register": "Registrieren",
-    "team": "Team"
+    "team": "Team",
+    "settings": "Einstellungen",
+    "optional": "optional",
+    "support": "Support"
   },
   "login": {
     "title": "PieCed Portal",
@@ -114,7 +117,10 @@
     "dismiss": "Ausblenden",
     "dismissFailed": "Konnte nicht ausgeblendet werden.",
     "rejectionReason": "Angegebener Grund",
-    "saveChanges": "Änderungen speichern"
+    "saveChanges": "Änderungen speichern",
+    "billingVatNumber": "MWST-Nummer",
+    "billingVatHelp": "Ihre registrierte MWST-Nummer. Falls Ihre Firma von der MWST befreit ist, leer lassen und in den Notizen erläutern.",
+    "billingNotesPlaceholderPersonal": "Was wir wissen sollten — bevorzugte Zahlungsart, Rechnungsreferenz, etc."
   },
   "dashboard": {
     "title": "Dashboard",
@@ -157,7 +163,21 @@
     "cancelConfirmBullet3": "Rechnungsdaten bleiben gespeichert",
     "subscriptionUpdateFailed": "Abonnement konnte nicht aktualisiert werden.",
     "suspendedTitle": "Abonnement gekündigt",
-    "suspendedDescription": "Ihr Assistent ist pausiert. Konfiguration und Daten bleiben erhalten. Verwenden Sie die Reaktivierungs-Schaltfläche unten auf dieser Seite, um ihn wieder online zu bringen."
+    "suspendedDescription": "Ihr Assistent ist pausiert. Konfiguration und Daten bleiben erhalten. Verwenden Sie die Reaktivierungs-Schaltfläche unten auf dieser Seite, um ihn wieder online zu bringen.",
+    "requestReactivation": "Reaktivierung anfragen",
+    "requestReactivationConfirmTitle": "Reaktivierung anfragen?",
+    "requestReactivationConfirmDescription": "Ein Administrator prüft Ihre Anfrage und reaktiviert Ihren Tenant. Sie erhalten eine E-Mail, sobald die Anfrage genehmigt wurde.",
+    "requestReactivationConfirm": "Anfrage senden",
+    "cancelResumeRequest": "Anfrage stornieren",
+    "resumeRequestPendingTitle": "Reaktivierungsanfrage ausstehend",
+    "resumeRequestPendingDescription": "Eingereicht {when}. Ein Administrator wird die Anfrage in Kürze prüfen.",
+    "resumeRequestPendingNoteAdmin": "Ein Inhaber hat eine Reaktivierung angefragt; Sie können direkt oben fortfahren oder die Anfrage in der Admin-Warteschlange bearbeiten.",
+    "cancelConfirmRetentionWarning": "Ihre Daten bleiben nach der Kündigung 60 Tage lang erhalten. Danach werden alle Tenant-Daten – Konfiguration, Geheimnisse, Konversationen und Dateien – endgültig gelöscht.",
+    "suspendedSince": "Gekündigt am {date}",
+    "suspendedDeletionIn": "Datenlöschung in {days, plural, one {# Tag} other {# Tagen}} ({date})",
+    "suspendedDeletionImminent": "Daten werden jetzt gelöscht",
+    "requestReactivationNoteLabel": "Notiz an unser Team",
+    "requestReactivationNotePlaceholder": "Alles, was unser Team wissen sollte – z. B. Grund der Reaktivierung, Dringlichkeit usw."
   },
   "usage": {
     "inputTokens": "Input-Tokens",
@@ -297,7 +317,9 @@
     "loadingHealth": "Statusdaten werden geladen…",
     "statusHealthy": "OK",
     "statusDown": "Ausgefallen",
-    "spendChf": "Kosten (CHF)"
+    "spendChf": "Kosten (CHF)",
+    "resumeRequestBadge": "Wieder",
+    "resumeRequestTooltip": "Reaktivierungsanfrage für einen bestehenden Tenant. Bei Genehmigung wird der Tenant wieder aktiviert; keine Provisionierung läuft."
   },
   "channelUsers": {
     "title": "Autorisierte Benutzer",
@@ -365,5 +387,77 @@
   "warnings": {
     "oneTooltip": "1 Warnung",
     "manyTooltip": "{count} Warnungen"
+  },
+  "settings": {
+    "title": "Einstellungen",
+    "subtitle": "Organisationsweite Konfiguration, die für alle Ihre Tenants gilt.",
+    "billingTitle": "Abrechnung",
+    "billingDescription": "Adresse, MWST-Nummer und Rechnungs-E-Mail für alle Ihre Tenants.",
+    "nothingForYou": "Für Ihre Rolle gibt es hier noch nichts. Inhaber können Organisationseinstellungen verwalten.",
+    "billingDescriptionPersonal": "Adresse und Rechnungs-E-Mail für alle Ihre Tenants."
+  },
+  "settingsBilling": {
+    "title": "Abrechnung",
+    "subtitle": "Wird beim ersten Onboarding einmalig erfasst und für jeden Tenant Ihrer Organisation wiederverwendet. Aktualisieren Sie hier, wenn sich Ihre Abrechnungsdaten ändern.",
+    "companyName": "Firmenname",
+    "streetAddress": "Strasse",
+    "postalCode": "PLZ",
+    "city": "Ort",
+    "country": "Land",
+    "vatNumber": "MWST-Nummer",
+    "vatHelp": "Ihre registrierte MWST-Nummer (z. B. CHE-123.456.789 MWST für die Schweiz).",
+    "billingEmail": "Rechnungs-E-Mail",
+    "billingEmailHelp": "An diese Adresse werden Rechnungen und Abrechnungskommunikation gesendet.",
+    "notes": "Notizen",
+    "notesPlaceholder": "Alles, was die Buchhaltung wissen muss – MWST-Befreiung, besondere Rechnungsstellung usw.",
+    "save": "Speichern",
+    "saved": "Gespeichert.",
+    "saveFailed": "Konnte nicht gespeichert werden. Bitte erneut versuchen.",
+    "lastUpdated": "Zuletzt aktualisiert {when}",
+    "fullName": "Voller Name",
+    "notesPlaceholderPersonal": "Was wir wissen sollten — bevorzugte Zahlungsart, Rechnungsreferenz, etc."
+  },
+  "support": {
+    "title": "Support",
+    "subtitle": "Erstellen Sie ein Ticket, um eine Frage zu stellen, einen Fehler zu melden oder Feedback zu geben. Antworten gehen an Ihre registrierte E-Mail-Adresse.",
+    "titleAdmin": "Support-Warteschlange",
+    "subtitleAdmin": "Tickets aller Kunden, neueste Aktivität zuerst.",
+    "newTicket": "Neues Ticket",
+    "newTicketTitle": "Support-Ticket erstellen",
+    "newTicketSubtitle": "Erzählen Sie uns, was los ist. Je mehr Details, desto schneller können wir helfen.",
+    "empty": "Sie haben noch keine Tickets erstellt.",
+    "emptyAdmin": "Keine Support-Tickets in der Warteschlange.",
+    "fieldCategory": "Kategorie",
+    "fieldTitle": "Titel",
+    "fieldDescription": "Beschreibung",
+    "fieldStatus": "Status",
+    "titlePlaceholder": "Kurze Zusammenfassung Ihres Anliegens",
+    "descriptionPlaceholder": "Beschreiben Sie, was passiert ist, was Sie erwartet haben, und alle Fehlermeldungen.",
+    "descriptionHelp": "Sie können Fehlermeldungen und Logs einfügen. Bitte keine Passwörter oder andere Geheimnisse.",
+    "submitTicket": "Ticket senden",
+    "createFailed": "Ticket konnte nicht erstellt werden. Bitte erneut versuchen.",
+    "category_bug": "Fehler",
+    "category_feature_request": "Feature-Wunsch",
+    "category_question": "Frage",
+    "category_billing": "Abrechnung",
+    "category_other": "Sonstiges",
+    "status_open": "Offen",
+    "status_in_progress": "In Bearbeitung",
+    "status_waiting_for_customer": "Warten auf Ihre Antwort",
+    "status_resolved": "Erledigt",
+    "status_reopened": "Wieder geöffnet",
+    "openedBy": "Eröffnet von {name} am {when}",
+    "authorTagAdmin": "PieCed-Support",
+    "replyLabel": "Antwort hinzufügen",
+    "replyPlaceholder": "Ihre Nachricht…",
+    "replyPlaceholderReopen": "Antwort (dies öffnet das Ticket erneut)…",
+    "sendReply": "Antwort senden",
+    "commentFailed": "Antwort konnte nicht gesendet werden. Bitte erneut versuchen.",
+    "closeTicket": "Als erledigt markieren",
+    "confirmClose": "Dieses Ticket als erledigt markieren? Sie können es später durch eine Antwort wieder öffnen.",
+    "closeFailed": "Ticket konnte nicht geschlossen werden. Bitte erneut versuchen.",
+    "resolvedBanner": "Dieses Ticket ist erledigt. Antworten Sie unten, falls Sie nachfragen möchten — das öffnet es erneut.",
+    "adminControlsTitle": "Admin-Steuerung",
+    "updateFailed": "Änderungen konnten nicht gespeichert werden. Bitte erneut versuchen."
   }
 }

src/messages/en.json

@@ -12,7 +12,10 @@
     "save": "Save",
     "error": "An error occurred",
     "register": "Register",
-    "team": "Team"
+    "team": "Team",
+    "settings": "Settings",
+    "optional": "optional",
+    "support": "Support"
   },
   "login": {
     "title": "PieCed Portal",
@@ -114,7 +117,10 @@
     "dismiss": "Dismiss",
     "dismissFailed": "Could not dismiss.",
     "rejectionReason": "Reason given",
-    "saveChanges": "Save changes"
+    "saveChanges": "Save changes",
+    "billingVatNumber": "VAT number",
+    "billingVatHelp": "Your registered VAT identifier. If your company is VAT-exempt, leave blank and explain in the notes field.",
+    "billingNotesPlaceholderPersonal": "Anything we should know — preferred payment method, billing reference, etc."
   },
   "dashboard": {
     "title": "Dashboard",
@@ -157,7 +163,21 @@
     "cancelConfirmBullet3": "Billing information is kept on file",
     "subscriptionUpdateFailed": "Could not update subscription.",
     "suspendedTitle": "Subscription cancelled",
-    "suspendedDescription": "Your assistant is paused. Configuration and data are preserved. Use the Resume control at the bottom of this page to bring it back online."
+    "suspendedDescription": "Your assistant is paused. Configuration and data are preserved. Use the Resume control at the bottom of this page to bring it back online.",
+    "requestReactivation": "Request reactivation",
+    "requestReactivationConfirmTitle": "Request reactivation?",
+    "requestReactivationConfirmDescription": "An administrator will review your request and reactivate your tenant. You'll be notified by email once it's approved.",
+    "requestReactivationConfirm": "Submit request",
+    "cancelResumeRequest": "Cancel request",
+    "resumeRequestPendingTitle": "Reactivation request pending",
+    "resumeRequestPendingDescription": "Submitted {when}. An administrator will review it shortly.",
+    "resumeRequestPendingNoteAdmin": "An owner has requested reactivation; you can resume directly above or process the request from the admin queue.",
+    "cancelConfirmRetentionWarning": "Your data is preserved for 60 days after cancellation. After that, all tenant data — configuration, secrets, conversations, and files — will be permanently deleted.",
+    "suspendedSince": "Suspended on {date}",
+    "suspendedDeletionIn": "data deletion in {days, plural, one {# day} other {# days}} ({date})",
+    "suspendedDeletionImminent": "data is being deleted now",
+    "requestReactivationNoteLabel": "Note for our team",
+    "requestReactivationNotePlaceholder": "Anything our team should know — e.g. why you want to reactivate, urgency, etc."
   },
   "usage": {
     "inputTokens": "Input Tokens",
@@ -297,7 +317,9 @@
     "loadingHealth": "Loading health data…",
     "statusHealthy": "Healthy",
     "statusDown": "Down",
-    "spendChf": "Spend (CHF)"
+    "spendChf": "Spend (CHF)",
+    "resumeRequestBadge": "Resume",
+    "resumeRequestTooltip": "Reactivation request for an existing tenant. Approving will un-suspend the tenant; no provisioning runs."
   },
   "channelUsers": {
     "title": "Authorized Users",
@@ -365,5 +387,77 @@
   "warnings": {
     "oneTooltip": "1 warning",
     "manyTooltip": "{count} warnings"
+  },
+  "settings": {
+    "title": "Settings",
+    "subtitle": "Manage org-level configuration that applies to all your tenants.",
+    "billingTitle": "Billing",
+    "billingDescription": "Address, VAT number, and invoice email used for all your tenants.",
+    "nothingForYou": "There's nothing here for your role yet. Owners can manage org settings.",
+    "billingDescriptionPersonal": "Address and invoice email used for all your tenants."
+  },
+  "settingsBilling": {
+    "title": "Billing",
+    "subtitle": "Captured once at first onboarding and reused for every tenant in your organization. Update here whenever your billing details change.",
+    "companyName": "Company name",
+    "streetAddress": "Street address",
+    "postalCode": "Postal code",
+    "city": "City",
+    "country": "Country",
+    "vatNumber": "VAT number",
+    "vatHelp": "Your registered VAT identifier (e.g. CHE-123.456.789 MWST for Switzerland).",
+    "billingEmail": "Billing email",
+    "billingEmailHelp": "Where invoices and billing communication will be sent.",
+    "notes": "Notes",
+    "notesPlaceholder": "Anything else accounting needs to know — VAT exemption, special invoicing arrangements, etc.",
+    "save": "Save",
+    "saved": "Saved.",
+    "saveFailed": "Could not save. Please try again.",
+    "lastUpdated": "Last updated {when}",
+    "fullName": "Full name",
+    "notesPlaceholderPersonal": "Anything we should know — preferred payment method, billing reference, etc."
+  },
+  "support": {
+    "title": "Support",
+    "subtitle": "Open a ticket to ask a question, report a bug, or share feedback. Replies will be sent to your registered email.",
+    "titleAdmin": "Support queue",
+    "subtitleAdmin": "Tickets across all customers, newest activity first.",
+    "newTicket": "New ticket",
+    "newTicketTitle": "Open a support ticket",
+    "newTicketSubtitle": "Tell us what's going on. The more detail you share, the faster we can help.",
+    "empty": "You haven't opened any tickets yet.",
+    "emptyAdmin": "No support tickets in the queue.",
+    "fieldCategory": "Category",
+    "fieldTitle": "Title",
+    "fieldDescription": "Description",
+    "fieldStatus": "Status",
+    "titlePlaceholder": "Short summary of what you need",
+    "descriptionPlaceholder": "Describe what happened, what you expected, and any error messages you saw.",
+    "descriptionHelp": "You can paste error messages and logs. Don't include passwords or other secrets.",
+    "submitTicket": "Submit ticket",
+    "createFailed": "Could not create ticket. Please try again.",
+    "category_bug": "Bug",
+    "category_feature_request": "Feature request",
+    "category_question": "Question",
+    "category_billing": "Billing",
+    "category_other": "Other",
+    "status_open": "Open",
+    "status_in_progress": "In progress",
+    "status_waiting_for_customer": "Awaiting your reply",
+    "status_resolved": "Resolved",
+    "status_reopened": "Reopened",
+    "openedBy": "Opened by {name} on {when}",
+    "authorTagAdmin": "PieCed support",
+    "replyLabel": "Add a reply",
+    "replyPlaceholder": "Your message…",
+    "replyPlaceholderReopen": "Reply (this will reopen the ticket)…",
+    "sendReply": "Send reply",
+    "commentFailed": "Could not send reply. Please try again.",
+    "closeTicket": "Mark as resolved",
+    "confirmClose": "Mark this ticket as resolved? You can reopen it later by replying.",
+    "closeFailed": "Could not close the ticket. Please try again.",
+    "resolvedBanner": "This ticket is resolved. Reply below if you need to follow up — that will reopen it.",
+    "adminControlsTitle": "Admin controls",
+    "updateFailed": "Could not save changes. Please try again."
   }
 }

src/messages/fr.json

@@ -12,7 +12,10 @@
     "save": "Enregistrer",
     "error": "Une erreur est survenue",
     "register": "S'inscrire",
-    "team": "Équipe"
+    "team": "Équipe",
+    "settings": "Paramètres",
+    "optional": "facultatif",
+    "support": "Support"
   },
   "login": {
     "title": "Portail PieCed",
@@ -114,7 +117,10 @@
     "dismiss": "Masquer",
     "dismissFailed": "Impossible de masquer.",
     "rejectionReason": "Motif indiqué",
-    "saveChanges": "Enregistrer les modifications"
+    "saveChanges": "Enregistrer les modifications",
+    "billingVatNumber": "Numéro de TVA",
+    "billingVatHelp": "Votre identifiant TVA enregistré. Si votre entreprise est exonérée de TVA, laissez vide et précisez dans les notes.",
+    "billingNotesPlaceholderPersonal": "Tout ce que nous devons savoir — moyen de paiement préféré, référence de facturation, etc."
   },
   "dashboard": {
     "title": "Tableau de bord",
@@ -157,7 +163,21 @@
     "cancelConfirmBullet3": "Les informations de facturation sont conservées",
     "subscriptionUpdateFailed": "Impossible de mettre à jour l'abonnement.",
     "suspendedTitle": "Abonnement annulé",
-    "suspendedDescription": "Votre assistant est en pause. La configuration et les données sont préservées. Utilisez le contrôle Reprendre en bas de cette page pour le remettre en ligne."
+    "suspendedDescription": "Votre assistant est en pause. La configuration et les données sont préservées. Utilisez le contrôle Reprendre en bas de cette page pour le remettre en ligne.",
+    "requestReactivation": "Demander la réactivation",
+    "requestReactivationConfirmTitle": "Demander la réactivation ?",
+    "requestReactivationConfirmDescription": "Un administrateur examinera votre demande et réactivera votre locataire. Vous recevrez un e-mail dès que la demande sera approuvée.",
+    "requestReactivationConfirm": "Envoyer la demande",
+    "cancelResumeRequest": "Annuler la demande",
+    "resumeRequestPendingTitle": "Demande de réactivation en attente",
+    "resumeRequestPendingDescription": "Soumise {when}. Un administrateur l'examinera sous peu.",
+    "resumeRequestPendingNoteAdmin": "Un propriétaire a demandé la réactivation ; vous pouvez reprendre directement ci-dessus ou traiter la demande depuis la file d'attente d'administration.",
+    "cancelConfirmRetentionWarning": "Vos données sont conservées pendant 60 jours après l'annulation. Passé ce délai, toutes les données du locataire — configuration, secrets, conversations et fichiers — seront définitivement supprimées.",
+    "suspendedSince": "Suspendu le {date}",
+    "suspendedDeletionIn": "suppression des données dans {days, plural, one {# jour} other {# jours}} ({date})",
+    "suspendedDeletionImminent": "les données sont en cours de suppression",
+    "requestReactivationNoteLabel": "Note pour notre équipe",
+    "requestReactivationNotePlaceholder": "Tout ce que notre équipe devrait savoir — par exemple, pourquoi vous voulez réactiver, urgence, etc."
   },
   "usage": {
     "inputTokens": "Tokens d'entrée",
@@ -297,7 +317,9 @@
     "loadingHealth": "Chargement des données de santé…",
     "statusHealthy": "OK",
     "statusDown": "Hors service",
-    "spendChf": "Coûts (CHF)"
+    "spendChf": "Coûts (CHF)",
+    "resumeRequestBadge": "Reprise",
+    "resumeRequestTooltip": "Demande de réactivation d'un locataire existant. L'approbation le réactivera ; aucun provisionnement ne s'exécute."
   },
   "channelUsers": {
     "title": "Utilisateurs autorisés",
@@ -365,5 +387,77 @@
   "warnings": {
     "oneTooltip": "1 avertissement",
     "manyTooltip": "{count} avertissements"
+  },
+  "settings": {
+    "title": "Paramètres",
+    "subtitle": "Gérez la configuration au niveau de l'organisation, qui s'applique à tous vos locataires.",
+    "billingTitle": "Facturation",
+    "billingDescription": "Adresse, numéro de TVA et e-mail de facturation utilisés pour tous vos locataires.",
+    "nothingForYou": "Il n'y a rien ici pour votre rôle pour le moment. Les propriétaires peuvent gérer les paramètres de l'organisation.",
+    "billingDescriptionPersonal": "Adresse et e-mail de facturation utilisés pour tous vos locataires."
+  },
+  "settingsBilling": {
+    "title": "Facturation",
+    "subtitle": "Saisie une fois lors de l'inscription et réutilisée pour chaque locataire de votre organisation. Mettez à jour ici dès que vos coordonnées de facturation changent.",
+    "companyName": "Nom de l'entreprise",
+    "streetAddress": "Adresse",
+    "postalCode": "Code postal",
+    "city": "Ville",
+    "country": "Pays",
+    "vatNumber": "Numéro de TVA",
+    "vatHelp": "Votre identifiant TVA enregistré (par ex. CHE-123.456.789 TVA pour la Suisse).",
+    "billingEmail": "E-mail de facturation",
+    "billingEmailHelp": "Adresse à laquelle les factures et la communication de facturation seront envoyées.",
+    "notes": "Notes",
+    "notesPlaceholder": "Tout ce que la comptabilité doit savoir – exonération de TVA, modalités de facturation particulières, etc.",
+    "save": "Enregistrer",
+    "saved": "Enregistré.",
+    "saveFailed": "Impossible d'enregistrer. Veuillez réessayer.",
+    "lastUpdated": "Dernière mise à jour {when}",
+    "fullName": "Nom complet",
+    "notesPlaceholderPersonal": "Tout ce que nous devons savoir — moyen de paiement préféré, référence de facturation, etc."
+  },
+  "support": {
+    "title": "Support",
+    "subtitle": "Ouvrez un ticket pour poser une question, signaler un bug ou partager un commentaire. Les réponses seront envoyées à l'adresse e-mail enregistrée.",
+    "titleAdmin": "File d'attente du support",
+    "subtitleAdmin": "Tickets de tous les clients, activité la plus récente en premier.",
+    "newTicket": "Nouveau ticket",
+    "newTicketTitle": "Ouvrir un ticket de support",
+    "newTicketSubtitle": "Dites-nous ce qui se passe. Plus vous donnez de détails, plus nous pouvons aider rapidement.",
+    "empty": "Vous n'avez pas encore ouvert de ticket.",
+    "emptyAdmin": "Aucun ticket de support dans la file d'attente.",
+    "fieldCategory": "Catégorie",
+    "fieldTitle": "Titre",
+    "fieldDescription": "Description",
+    "fieldStatus": "Statut",
+    "titlePlaceholder": "Bref résumé de votre besoin",
+    "descriptionPlaceholder": "Décrivez ce qui s'est passé, ce que vous attendiez et tout message d'erreur observé.",
+    "descriptionHelp": "Vous pouvez coller des messages d'erreur et des logs. Pas de mots de passe ni d'autres secrets.",
+    "submitTicket": "Envoyer le ticket",
+    "createFailed": "Impossible de créer le ticket. Veuillez réessayer.",
+    "category_bug": "Bug",
+    "category_feature_request": "Demande de fonctionnalité",
+    "category_question": "Question",
+    "category_billing": "Facturation",
+    "category_other": "Autre",
+    "status_open": "Ouvert",
+    "status_in_progress": "En cours",
+    "status_waiting_for_customer": "En attente de votre réponse",
+    "status_resolved": "Résolu",
+    "status_reopened": "Rouvert",
+    "openedBy": "Ouvert par {name} le {when}",
+    "authorTagAdmin": "Support PieCed",
+    "replyLabel": "Ajouter une réponse",
+    "replyPlaceholder": "Votre message…",
+    "replyPlaceholderReopen": "Réponse (cela rouvrira le ticket)…",
+    "sendReply": "Envoyer la réponse",
+    "commentFailed": "Impossible d'envoyer la réponse. Veuillez réessayer.",
+    "closeTicket": "Marquer comme résolu",
+    "confirmClose": "Marquer ce ticket comme résolu ? Vous pourrez le rouvrir plus tard en répondant.",
+    "closeFailed": "Impossible de fermer le ticket. Veuillez réessayer.",
+    "resolvedBanner": "Ce ticket est résolu. Répondez ci-dessous si vous avez besoin d'un suivi — cela le rouvrira.",
+    "adminControlsTitle": "Contrôles admin",
+    "updateFailed": "Impossible d'enregistrer les modifications. Veuillez réessayer."
   }
 }

src/messages/it.json

@@ -12,7 +12,10 @@
     "save": "Salva",
     "error": "Si è verificato un errore",
     "register": "Registrati",
-    "team": "Team"
+    "team": "Team",
+    "settings": "Impostazioni",
+    "optional": "facoltativo",
+    "support": "Supporto"
   },
   "login": {
     "title": "Portale PieCed",
@@ -114,7 +117,10 @@
     "dismiss": "Nascondi",
     "dismissFailed": "Impossibile nascondere.",
     "rejectionReason": "Motivo indicato",
-    "saveChanges": "Salva modifiche"
+    "saveChanges": "Salva modifiche",
+    "billingVatNumber": "Partita IVA",
+    "billingVatHelp": "Il tuo identificativo IVA registrato. Se la tua azienda è esente IVA, lascia vuoto e spiega nelle note.",
+    "billingNotesPlaceholderPersonal": "Qualsiasi cosa dovremmo sapere — metodo di pagamento preferito, riferimento per fatturazione, ecc."
   },
   "dashboard": {
     "title": "Dashboard",
@@ -157,7 +163,21 @@
     "cancelConfirmBullet3": "Le informazioni di fatturazione sono mantenute",
     "subscriptionUpdateFailed": "Impossibile aggiornare l'abbonamento.",
     "suspendedTitle": "Abbonamento annullato",
-    "suspendedDescription": "Il suo assistente è in pausa. Configurazione e dati sono preservati. Usi il controllo Riprendi in fondo a questa pagina per riportarlo online."
+    "suspendedDescription": "Il suo assistente è in pausa. Configurazione e dati sono preservati. Usi il controllo Riprendi in fondo a questa pagina per riportarlo online.",
+    "requestReactivation": "Richiedi riattivazione",
+    "requestReactivationConfirmTitle": "Richiedere la riattivazione?",
+    "requestReactivationConfirmDescription": "Un amministratore esaminerà la tua richiesta e riattiverà il tuo tenant. Riceverai un'email non appena la richiesta sarà approvata.",
+    "requestReactivationConfirm": "Invia richiesta",
+    "cancelResumeRequest": "Annulla richiesta",
+    "resumeRequestPendingTitle": "Richiesta di riattivazione in sospeso",
+    "resumeRequestPendingDescription": "Inviata {when}. Un amministratore la esaminerà a breve.",
+    "resumeRequestPendingNoteAdmin": "Un proprietario ha richiesto la riattivazione; puoi riprendere direttamente sopra o elaborare la richiesta dalla coda di amministrazione.",
+    "cancelConfirmRetentionWarning": "I tuoi dati sono conservati per 60 giorni dopo l'annullamento. Trascorso tale periodo, tutti i dati del tenant — configurazione, segreti, conversazioni e file — verranno eliminati definitivamente.",
+    "suspendedSince": "Sospeso il {date}",
+    "suspendedDeletionIn": "eliminazione dei dati tra {days, plural, one {# giorno} other {# giorni}} ({date})",
+    "suspendedDeletionImminent": "i dati vengono eliminati ora",
+    "requestReactivationNoteLabel": "Nota per il nostro team",
+    "requestReactivationNotePlaceholder": "Qualsiasi cosa il nostro team dovrebbe sapere — ad es. il motivo della riattivazione, l'urgenza, ecc."
   },
   "usage": {
     "inputTokens": "Token di input",
@@ -297,7 +317,9 @@
     "loadingHealth": "Caricamento dati di stato…",
     "statusHealthy": "OK",
     "statusDown": "Non disponibile",
-    "spendChf": "Costi (CHF)"
+    "spendChf": "Costi (CHF)",
+    "resumeRequestBadge": "Ripresa",
+    "resumeRequestTooltip": "Richiesta di riattivazione di un tenant esistente. L'approvazione lo riattiverà; non viene eseguito alcun provisioning."
   },
   "channelUsers": {
     "title": "Utenti autorizzati",
@@ -365,5 +387,77 @@
   "warnings": {
     "oneTooltip": "1 avviso",
     "manyTooltip": "{count} avvisi"
+  },
+  "settings": {
+    "title": "Impostazioni",
+    "subtitle": "Gestisci la configurazione a livello di organizzazione, valida per tutti i tuoi tenant.",
+    "billingTitle": "Fatturazione",
+    "billingDescription": "Indirizzo, numero di IVA ed e-mail di fatturazione usati per tutti i tuoi tenant.",
+    "nothingForYou": "Al momento non c'è nulla qui per il tuo ruolo. I proprietari possono gestire le impostazioni dell'organizzazione.",
+    "billingDescriptionPersonal": "Indirizzo ed e-mail di fatturazione usati per tutti i tuoi tenant."
+  },
+  "settingsBilling": {
+    "title": "Fatturazione",
+    "subtitle": "Acquisita una sola volta al primo onboarding e riutilizzata per ogni tenant della tua organizzazione. Aggiorna qui ogni volta che i dati di fatturazione cambiano.",
+    "companyName": "Ragione sociale",
+    "streetAddress": "Indirizzo",
+    "postalCode": "CAP",
+    "city": "Città",
+    "country": "Paese",
+    "vatNumber": "Partita IVA",
+    "vatHelp": "Il tuo identificativo IVA registrato (es. CHE-123.456.789 IVA per la Svizzera).",
+    "billingEmail": "E-mail di fatturazione",
+    "billingEmailHelp": "Indirizzo a cui verranno inviate le fatture e le comunicazioni di fatturazione.",
+    "notes": "Note",
+    "notesPlaceholder": "Qualsiasi cosa la contabilità debba sapere — esenzione IVA, modalità di fatturazione particolari, ecc.",
+    "save": "Salva",
+    "saved": "Salvato.",
+    "saveFailed": "Impossibile salvare. Riprova.",
+    "lastUpdated": "Ultimo aggiornamento {when}",
+    "fullName": "Nome completo",
+    "notesPlaceholderPersonal": "Qualsiasi cosa dovremmo sapere — metodo di pagamento preferito, riferimento per fatturazione, ecc."
+  },
+  "support": {
+    "title": "Supporto",
+    "subtitle": "Apri un ticket per fare una domanda, segnalare un bug o condividere un feedback. Le risposte verranno inviate alla tua email registrata.",
+    "titleAdmin": "Coda supporto",
+    "subtitleAdmin": "Ticket di tutti i clienti, attività più recente per prima.",
+    "newTicket": "Nuovo ticket",
+    "newTicketTitle": "Apri un ticket di supporto",
+    "newTicketSubtitle": "Raccontaci cosa succede. Più dettagli ci dai, più velocemente possiamo aiutarti.",
+    "empty": "Non hai ancora aperto ticket.",
+    "emptyAdmin": "Nessun ticket di supporto in coda.",
+    "fieldCategory": "Categoria",
+    "fieldTitle": "Titolo",
+    "fieldDescription": "Descrizione",
+    "fieldStatus": "Stato",
+    "titlePlaceholder": "Breve riassunto della tua richiesta",
+    "descriptionPlaceholder": "Descrivi cosa è successo, cosa ti aspettavi e qualsiasi messaggio d'errore visto.",
+    "descriptionHelp": "Puoi incollare messaggi d'errore e log. Niente password o altri segreti.",
+    "submitTicket": "Invia ticket",
+    "createFailed": "Impossibile creare il ticket. Riprova.",
+    "category_bug": "Bug",
+    "category_feature_request": "Richiesta funzionalità",
+    "category_question": "Domanda",
+    "category_billing": "Fatturazione",
+    "category_other": "Altro",
+    "status_open": "Aperto",
+    "status_in_progress": "In corso",
+    "status_waiting_for_customer": "In attesa della tua risposta",
+    "status_resolved": "Risolto",
+    "status_reopened": "Riaperto",
+    "openedBy": "Aperto da {name} il {when}",
+    "authorTagAdmin": "Supporto PieCed",
+    "replyLabel": "Aggiungi una risposta",
+    "replyPlaceholder": "Il tuo messaggio…",
+    "replyPlaceholderReopen": "Risposta (questo riaprirà il ticket)…",
+    "sendReply": "Invia risposta",
+    "commentFailed": "Impossibile inviare la risposta. Riprova.",
+    "closeTicket": "Segna come risolto",
+    "confirmClose": "Segnare questo ticket come risolto? Potrai riaprirlo in seguito rispondendo.",
+    "closeFailed": "Impossibile chiudere il ticket. Riprova.",
+    "resolvedBanner": "Questo ticket è risolto. Rispondi qui sotto se hai bisogno di un seguito — questo lo riaprirà.",
+    "adminControlsTitle": "Controlli admin",
+    "updateFailed": "Impossibile salvare le modifiche. Riprova."
   }
 }

src/types/index.ts

@@ -103,6 +103,16 @@ export interface PiecedTenantStatus {
   litellmKeyAlias?: string;
   tenantNamespace?: string;
   enabledPackages?: string[];
+  /**
+   * RFC3339 timestamp of when the tenant first transitioned to
+   * suspended (Bug 37). Stamped by the operator on the first reconcile
+   * with `spec.suspend=true` and cleared when the tenant resumes. Used
+   * by the portal to render the "deleted in N days" countdown in the
+   * suspended banner. The retention policy is 60 days from this
+   * timestamp; see operator's `retentionAfterSuspend` constant for the
+   * authoritative value.
+   */
+  suspendedAt?: string;
   /**
    * Non-fatal issues from downstream resources surfaced by the operator
    * (e.g. an OpenClawInstance sub-condition reporting failure). The
@@ -134,6 +144,15 @@ export interface PiecedTenant {
     name: string;
     namespace?: string;
     creationTimestamp?: string;
+    /**
+     * Set by the API server when something issues a Delete on the CR.
+     * The CR continues to exist while finalizers run cleanup; once
+     * they all remove themselves, the API server permanently removes
+     * the CR. Used by the portal's status sync to detect tenants
+     * being torn down — the customer should see "Deleted" rather
+     * than "Ready" while the cleanup runs.
+     */
+    deletionTimestamp?: string;
     labels?: Record<string, string>;
     annotations?: Record<string, string>;
   };
@@ -177,6 +196,41 @@ export interface BillingAddress {
   city?: string;
   postalCode?: string;
   country?: string;
+  /**
+   * VAT identifier. Required for new submissions (Bug 35); older
+   * tenant_requests rows in the audit table may have this absent.
+   */
+  vatNumber?: string;
+}
+
+/**
+ * Org-scoped billing record (Bug 35). One per ZITADEL org. Captured
+ * during the first tenant request, editable afterwards via the
+ * /settings/billing page. All future tenant requests in the same org
+ * reuse this without prompting again.
+ *
+ * Personal orgs (`isPersonal=true` in their context) currently don't
+ * fill this in — the wizard skips the step and the onboarding
+ * endpoint doesn't enforce it. If they later want billing on file
+ * (e.g. for invoices), they can fill the settings page manually.
+ *
+ * `vatNumber` is required for company orgs at write time, optional
+ * for personal. The API enforces this; the type itself keeps it
+ * optional because it's nullable in the DB and may be unset for
+ * personal orgs.
+ */
+export interface OrgBilling {
+  zitadelOrgId: string;
+  companyName: string;
+  streetAddress: string;
+  postalCode: string;
+  city: string;
+  country: string;
+  vatNumber?: string | null;
+  billingEmail: string;
+  notes?: string | null;
+  createdAt: string;
+  updatedAt: string;
 }
 
 export type TenantRequestStatus =
@@ -219,6 +273,13 @@ export interface TenantRequest {
    * domain-uniqueness check on subsequent registrations.
    */
   isPersonal?: boolean;
+  /**
+   * Feature 6: free-form note from the customer, attached at request
+   * creation time. Currently used by resume requests (customer's
+   * explanation of why they want reactivation); kept optional and
+   * generic so future flows can reuse without schema work.
+   */
+  customerNotes?: string | null;
   /**
    * Bug 13: when set, the customer has explicitly dismissed a rejected
    * request from their dashboard. Used by `listActiveTenantRequestsByOrgId`
@@ -227,6 +288,19 @@ export interface TenantRequest {
    * login). Always null for non-rejected statuses.
    */
   dismissedAt?: string | null;
+  /**
+   * Bug 37a: discriminator between provision (initial tenant creation,
+   * the original purpose of this table) and resume (admin-gated
+   * reactivation of a suspended tenant). Default 'provision' for all
+   * pre-existing rows; resume rows have most provision fields null
+   * but tenant_name set to the tenant being requested.
+   *
+   * Optional on the TS type so provision-only callers (like the
+   * onboarding wizard's create flow) don't need to know about resume
+   * requests. The DB column is NOT NULL DEFAULT 'provision', so rows
+   * loaded via `mapRow` always have a value populated.
+   */
+  requestType?: "provision" | "resume";
   createdAt: string;
   updatedAt: string;
 }
@@ -245,6 +319,84 @@ export interface OnboardingInput {
   soulMd?: string;
   agentsMd?: string;
   packages?: string[];
-  billingAddress: BillingAddress;
+  /**
+   * Bug 35: optional at the type level because the wizard skips the
+   * billing step entirely when the org already has an `org_billing`
+   * record. The onboarding API enforces "billing must be resolved by
+   * the end" — either from `org_billing` lookup or from this field —
+   * via runtime checks; the type just allows both paths.
+   */
+  billingAddress?: BillingAddress;
   billingNotes?: string;
 }
+
+// ---------------------------------------------------------------------------
+// Feature 5: support tickets (lightweight customer support / feedback channel)
+// ---------------------------------------------------------------------------
+
+export type SupportTicketCategory =
+  | "bug"
+  | "feature_request"
+  | "question"
+  | "billing"
+  | "other";
+
+export type SupportTicketStatus =
+  | "open" // new, awaiting first admin response
+  | "in_progress" // admin is actively working on it
+  | "waiting_for_customer" // admin replied, customer's turn
+  | "resolved" // closed
+  | "reopened"; // customer replied to a resolved ticket → flipped back
+
+/**
+ * Tickets are scoped strictly per-user, not per-org. A customer's
+ * coworkers (even within the same org) cannot see each other's
+ * tickets — confirmed design choice from Feature 5 discussion. This
+ * is enforced both at the DB query layer (filter by zitadel_user_id)
+ * and at the API layer (authorization checks).
+ *
+ * `contactEmail` and `contactName` are frozen at creation time so
+ * the email-thread reply addresses still work after a user changes
+ * their display name or email in ZITADEL. Standard ticketing pattern.
+ */
+export interface SupportTicket {
+  id: string;
+  zitadelOrgId: string;
+  zitadelUserId: string;
+  title: string;
+  description: string;
+  category: SupportTicketCategory;
+  status: SupportTicketStatus;
+  contactEmail: string;
+  contactName: string;
+  createdAt: string;
+  updatedAt: string;
+}
+
+export type SupportTicketCommentAuthorKind = "customer" | "admin";
+
+/**
+ * Comment on a support ticket. Public (visible to both ends) — no
+ * internal-notes feature in v1. `authorKind` drives styling (customer
+ * vs admin bubble) and which email goes out.
+ *
+ * `authorName` is frozen at write time. If a user later changes their
+ * display name, old comments still render with the name they had at
+ * the time of writing — which is what you usually want for an audit
+ * trail of conversations.
+ */
+export interface SupportTicketComment {
+  id: string;
+  ticketId: string;
+  authorUserId: string;
+  authorName: string;
+  authorKind: SupportTicketCommentAuthorKind;
+  body: string;
+  createdAt: string;
+}
+
+/** Detail view: the ticket plus its full chronological comment thread. */
+export interface SupportTicketDetail {
+  ticket: SupportTicket;
+  comments: SupportTicketComment[];
+}