prompt

SLA Policy Writer

Drafts a support SLA policy defining response and resolution targets by priority tier.

VettedUpdated June 2026
The prompt
Draft a support SLA policy for {{company}} offering {{channels}} support. Define priority tiers (for example urgent, high, normal, low), the first-response and resolution targets for each, support hours, and how priority is assigned. Keep targets realistic for a team of {{team_size}}.
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Variables

companyCompany
channelsSupport channels
team_sizeTeam size

Example output

Support SLA for Brightline, email and live-chat support, team of 5. Priority tiers: Urgent — service down or data at risk: first response 1 hour, resolution target 4 hours. High — major feature broken, no workaround: first response 4 hours, resolution 1 business day. Normal — minor issue or question: first response 1 business day, resolution 3 business days. Low — feature request or cosmetic: first response 2 business days, no fixed resolution. Support hours: Sunday to Thursday, 9am-6pm. Priority is set by the agent based on impact and number of users affected, and can be raised if it worsens.

Details

Author

AI Khazna

License

—

Security

Vetted

Type

prompt

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