# Write a service level policy for our support team

Clear response and resolution targets by priority and channel, with priority definitions and what happens when a target is missed.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Standard
- Tags: Customer Support, Legal, Write, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/write-a-service-level-policy-for-our-support-team

## Prompt

```text
Help me write a service level policy for our support team.

**Channels and hours:** [e.g. email 24/7, chat 9-6 ET weekdays, phone for enterprise only]
**Customer tiers:** [e.g. free, standard, premium, enterprise]
**Current actual performance:** [median first response and resolution times by channel]
**Contractual commitments:** [ANY SLAs in customer contracts]
**Team size and coverage:** [DETAILS]
**Business priorities:** [e.g. "protect enterprise renewals", "keep costs flat"]

Draft:
1. Priority definitions (e.g. P1 to P4) based on impact and urgency, with 2 concrete examples each, so agents classify consistently.
2. A target table: Priority x Tier x Channel with first response time, next response time, and target resolution or update frequency. Note business hours vs. calendar hours.
3. Rules: when the clock starts, pauses (e.g. waiting on customer), and stops.
4. Escalation when a target is about to be missed and when it is missed.
5. How we'll measure and report compliance (percentage within target, not averages).
6. A short customer-facing version.

Rules: targets must be achievable with my current performance and staffing; flag any target that looks unrealistic based on what I shared. Don't copy contractual SLAs into the internal policy without marking them [CONTRACTUAL - CONFIRM WITH LEGAL].
```

## What to fill in

- e.g. free, standard, premium, enterprise
- median first response and resolution times by channel
- ANY SLAs in customer contracts
- DETAILS
- e.g. "protect enterprise renewals", "keep costs flat"
- CONTRACTUAL - CONFIRM WITH LEGAL

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.