# Support SLA policy

Template from quackback.io/templates. Replace everything in [brackets].

## 1. Scope

This policy covers support requests [Company] receives through [live chat, email and GitHub issues]. It applies to customers on [plans or contracts]. It does not cover [custom development, third-party services, feature requests].

## 2. Support hours

- Business hours: [09:00 to 17:00], [Monday to Friday], [time zone].
- Public holidays: we observe [country or region] holidays. Clocks pause on those days.
- SLA clocks run in business hours only, unless a priority below says 24/7.

## 3. Priorities and targets

| Priority | Definition | First response | Next response | Resolution |
|---|---|---|---|---|
| Urgent | The product is down or data is at risk, with no workaround | [1 business hour] | [2 business hours] | [1 business day] |
| High | A core feature is broken for many users, or a workaround is painful | [4 business hours] | [4 business hours] | [3 business days] |
| Normal | A question, or a problem with a reasonable workaround | [1 business day] | [1 business day] | [5 business days] |
| Low | How-to questions, cosmetic issues | [2 business days] | [2 business days] | [Best effort] |

- **First response:** the time from the customer's first message to the first reply from a person. Automatic acknowledgements don't count.
- **Next response:** the time from each later customer message to our next reply.
- **Resolution:** the time from the first message until we mark the request resolved.

## 4. When the clock pauses

The clock pauses while we're waiting on the customer, for example when we've asked for logs or access, and restarts when they reply. It also pauses outside business hours and on holidays.

## 5. Escalation

- If a request is close to breaching its target, it is flagged to [team lead or on-call].
- If it breaches, [team lead] reviews it within [1 business day] and the customer is told what happens next.
- Customers can escalate any request by [replying with "escalate", or emailing escalations@company.com].

## 6. Reporting

We measure compliance as conversations within target ÷ conversations measured × 100, per priority and per clock, each [month]. Our target is [95]% within target. We review breaches by hour of the week to adjust staffing.

## 7. Exclusions

Targets don't apply to [outages of third-party providers, requests sent to personal addresses, force majeure]. [Paid plans with a contractual uptime SLA are covered by that agreement, not this policy.]

## 8. Changes

We review this policy every [6 months]. Last updated: [date]. Owner: [name, role].