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Support SLA Communication

Explain your support response targets to one customer accurately, saying what applies to their plan, whether it was met and what happens next.

Works in ChatGPT, Claude and Gemini18 of 20 in Customer support promptsUpdated 18 Oct 2026
  • customer-support
  • service
  • operations
  • beginner

The prompt

Prompt · 4 blanksBlanks in capitals
Write a reply that explains our support service targets to a customer, as they apply to their case, without promising more than our agreement says.

Use this:
- Our service targets, as written: SERVICE TARGETS
- The customer's plan or contract: CUSTOMER PLAN
- Their case so far, with dates and times: CASE STATUS
- What they asked or complained about: CUSTOMER QUESTION

Write:
1. A reply of 120-180 words: a one-line acknowledgement; the target that applies to them in plain words (e.g. "a first reply within 4 business hours"); whether their case is inside or outside it, with the times worked out; the next action and when; a short close.
2. If a target was missed, an alternative paragraph that says so plainly and states the remedy the agreement gives, if any.
3. A two-line internal note: the clause that applies and anything to check before sending.

Rules:
- Quote targets exactly as written; don't turn "4 business hours" into "same day" or a target into a guarantee.
- Explain business hours, time zones, weekends or severity levels only where they change the answer for this case.
- Never offer credits or compensation that the agreement doesn't include; flag the request for a team lead instead.
Insert with the extension

Fill in the blanks

Type your details to see them in the prompt above, then copy it. What you type stays in this tab: it isn't saved or sent anywhere.

Example

SERVICE TARGETS
Priority 1: first reply within 1 hour, 24/7. Priority 2: first reply within 4 business hours (Mon-Fri, 9:00-18:00 GMT). No resolution time guaranteed.
CUSTOMER PLAN
Business plan, annual contract, no service credits
CASE STATUS
Opened Friday 17:40 GMT as Priority 2; first reply Monday 10:15 GMT
CUSTOMER QUESTION
Why did it take three days to hear back when we pay for 4-hour support?

How to use it

  1. Fill in the blanks above, or paste the prompt into your AI chat and replace the words in capitals there. How blanks work
  2. Save it to your library to use it again. Your copy keeps the blanks, so next time you only fill them in.
  3. Use it where you chat. With the Save My Prompts extension, pick the prompt inside ChatGPT, Claude or Gemini and fill the blanks there.

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