SLA template

Define when each conversation needs a reply and who owns a breach.

Adapt targets to your team's actual hours, risk and capacity.

Priorities

P1 — financial, security or operational interruption P2 — blocked customer or time-sensitive opportunity P3 — routine question or non-urgent follow-up

Fields to copy

First response: P1 __ min · P2 __ min · P3 __ h Customer update every __ minutes/hours Primary owner, backup and escalation queue Coverage hours and after-hours handling

Monthly review

SLA compliance by priority Conversations without an owner Breach causes and corrective actions

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