CUSTOMER SERVICE SLA: OPERATIONAL WORKSHEET
The Cattalyst | https://www.thecattalyst.com/blog/customer-service-sla-template/

Complete with operational owners before procurement and legal review.

Service and customer groups:
Included channels and contact reasons:
Excluded work and internal dependencies:
Covered hours, time zone, holiday calendar and daylight-saving rules:
Client service owner and backup:
Provider operational owner and backup:

Repeat this metric record for each channel and priority:
Metric name:
Eligible contacts and documented exclusions:
Clock start:
Clock stop:
Pause and reopen rules:
Business-hours or continuous clock:
Target and reporting interval:
Source system and agreed report:
Metric owner:
Escalation route:
Customer recovery and corrective action:
Contractual remedy, subject to agreed terms:

Priority definitions and examples:
Authority to change priority:
Client approval and knowledge dependencies:
Quality criteria and critical-error rules:
Calibration and dispute process:
Change control for new scope or demand:
Continuity and exit responsibilities:
Review date and accountable owners:

Test before launch:
- A case crossing closing time, a weekend or a public holiday.
- A reopened case and a transfer between teams.
- An urgent escalation with the usual owner unavailable.
- A sample report that reproduces the agreed clock rules.

This worksheet is an operational starting point, not a completed contract.