A template that puts the commitments your support or service team makes to customers on a single page. It has two sheets: SLA Policy (English) and SLA Politikası (Turkish).
What is inside
- Policy details: company, version, effective date, policy owner, support hours and channels.
- Priority matrix: definition and example, first-response and resolution targets, how the clock runs (24/7 or business hours) and the escalation step for Critical, High, Normal and Low priority.
- Definitions: first response, resolution and clock pause (while waiting on the customer).
- Out-of-scope situations and reporting/review items.
The times in the table are examples; adjust them to your own history. We explain how to choose targets step by step in How to set SLAs for service teams.
This template is for information only and is not legal advice.
From policy to system
A written policy is the first step; the real challenge is tracking time on every case. In CRModular you define an SLA policy per priority, every case shows its remaining time and overdue cases are flagged automatically. See Support Ticketing and SLA Management.