SLA Policy Template

Service Level Agreement (SLA) — Customer Support

Effective date: [Date] Last updated: [Date] Version: 1.0

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1. Scope

This SLA defines the service levels for customer support provided by [Company Name] to all customers on [Plan Name] plans and above. It covers response times, resolution targets, and escalation procedures.

2. Support Channels

Channel	Availability	Notes
Live Chat	24/7	AI-assisted with human handoff
Email	24/7 (async)	support@[company].com
Phone	Mon-Fri, 9am-6pm [TZ]	[Plan]-tier and above
Knowledge Base	24/7 self-service	[link]

3. Priority Levels

Priority	Definition	Examples
P1 — Critical	Service is down or completely unusable for all users	Full outage, data loss, security breach
P2 — High	Major feature is broken, no workaround available	Payment processing failure, login broken for a group
P3 — Medium	Feature issue with a workaround available	Report exports failing (manual workaround exists)
P4 — Low	Minor issue, cosmetic, or general question	UI glitch, how-to question, feature request

4. Response Time Targets

Priority	First Response	Update Frequency
P1 — Critical	15 minutes	Every 30 minutes
P2 — High	1 hour	Every 2 hours
P3 — Medium	4 hours	Every 24 hours
P4 — Low	8 hours	As needed

Response times are measured during business hours unless 24/7 support is included in the customer's plan.

5. Resolution Time Targets

Priority	Target Resolution
P1 — Critical	4 hours
P2 — High	8 hours
P3 — Medium	48 hours (2 business days)
P4 — Low	5 business days

Resolution means the issue is fixed, a workaround is provided, or the root cause is identified with a remediation timeline.

6. Escalation Matrix

Time Elapsed	Action	Notified
Response SLA missed	Auto-escalate to Team Lead	Team Lead + Agent
2x Response SLA	Escalate to Support Manager	Manager + Customer (if P1/P2)
Resolution SLA at 80%	Alert Support Manager	Manager
Resolution SLA missed	Escalate to VP/Director	VP + Customer notification

7. Exclusions

The following are excluded from SLA calculations:

• Scheduled maintenance (announced 48+ hours in advance)
• Issues caused by customer's own code, integrations, or configurations
• Force majeure events
• Feature requests or enhancement suggestions
• Third-party service outages outside our control

8. Performance Reporting

Metric	Target	Reporting Frequency
First Response Time (FRT)	Within SLA 95% of the time	Weekly
Resolution Time	Within SLA 90% of the time	Weekly
Customer Satisfaction (CSAT)	>= 4.0 / 5.0	Monthly
SLA Compliance Rate	>= 95%	Monthly

9. SLA Credits (if applicable)

SLA Compliance	Credit
95-99%	No credit
90-94%	5% of monthly fee
80-89%	10% of monthly fee
Below 80%	25% of monthly fee

Credits must be requested within 30 days of the month in which the SLA breach occurred.

10. Review

This SLA will be reviewed quarterly and updated as needed. Changes will be communicated 30 days in advance.

Approved by: [Name, Title] Date: [Date]