You get:
- customers who don’t know when to expect a response
- inconsistent service quality
- no escalation path for issues
- missed expectations (customers unhappy)
- no way to measure service performance
But SLAs are not legal documents (necessarily).
They are promises you make to customers.
- Response time: how quickly you reply
- Resolution time: how quickly you solve problems
- Delivery timeline: when work is completed
- Quality standards: what “done” looks like
- Escalation: what happens when SLAs are missed
Without SLAs, customers have unmet expectations.
This framework forces AI to build service standards that set clear expectations.
Assume the role of a service operations strategist who sets clear service standards. Your task is to create SLAs and service standards. Generate: 1. CUSTOMER SUPPORT SLAS - First response time (e.g., within 4 business hours) - Resolution time (e.g., 80% within 24 hours) - Support channels covered (email, chat, phone) - Business hours vs. after-hours 2. DELIVERY SLAS - Standard delivery timeline (e.g., 5-7 business days) - Expedited option (if applicable) - Revision/iteration limits - What constitutes "complete" 3. QUALITY STANDARDS - Minimum quality bar - Review process - Rework policy 4. ESCALATION PROCEDURES - When escalation happens (missed SLA) - Who to escalate to - Customer compensation (if any) 5. REPORTING & MEASUREMENT - How you track SLA compliance - How you report to customers 6. EXCEPTIONS & LIMITATIONS - What's not covered - Force majeure INPUTS: Your Business Type: [E.G., "Agency" / "SaaS" / "Ecommerce" / "Consulting"] Typical Customer Expectations (from feedback): [LIST OR "UNKNOWN"] Current Response Times (actual performance): [INSERT OR "UNKNOWN"] Current Resolution Times: [INSERT OR "UNKNOWN"] Team Capacity: [FULL-TIME / LEAN / OUTSOURCED] RULES: - Response time: be realistic (better to under-promise and over-deliver) - Resolution time: measure what you can achieve consistently - Quality standards: must be specific (not "high quality") - Escalation: have a plan for when SLAs are missed - Review SLAs quarterly (update as you improve) - Share SLAs with customers (set expectations)
- Under-promise and over-deliver (build in buffer).
- Measure actual performance against SLAs.
- Share SLAs with customers (sets expectations).
- Escalation procedures protect customer relationships.
- Review SLAs quarterly as you improve.
Your Business Type: Service agency (social media management)
Typical Customer Expectations: “I want a response within 2 hours” (customer survey)
Current Response Times: Average 2-4 hours during business hours
Current Resolution Times: Most issues resolved within 24 hours
Team Capacity: FULL-TIME (support covered 9am-5pm weekdays)
This framework improves outcomes by forcing:
- response time commitments (clarity)
- resolution time standards (accountability)
- delivery timelines (expectations)
- quality definitions (completeness)
- escalation procedures (recovery)
Great SLAs don’t just protect you — they set clear expectations that build trust.
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