SLA wording generator: plain-language support commitments
A published SLA should be short and honest. Enter your targets and copy text that states your hours, channels, first reply time and what is not counted.
Your SLA text
Acme's support commitments Hours: Monday to Friday, 9am to 5pm ET. Where to reach us: email and chat. First reply: Acme will reply to every new request within 4 business hours. Resolution: we aim to resolve most requests within 2 business days. Some take longer, and we will tell you when that happens. Not counted: public holidays. A first reply means a person or our assistant has read your message and answered it. An automatic receipt does not count.
Questions
What should customer-facing SLA text include?
Your support hours, the channels you answer, a first reply time, an aim for resolution, and what is not counted. Keep it to a short page a customer can read in a minute.
Should we promise a resolution time?
Be careful. Resolution depends on the problem, so most teams state an aim and promise only the first reply. A promise you miss costs more trust than a modest one you keep.
Do business hours or calendar hours count?
Say which. Business hours are easier to meet and are the norm for small teams. Whichever you choose, write it next to the number so nobody has to guess.
Does an auto-reply count as a first reply?
No. A receipt tells the customer you got the message but does not answer it. The text this tool writes says so, which avoids arguments later.
Can Flatdesk track these targets?
Yes. Flatdesk has business hours, SLA targets and breach reports, so you can see how often you meet the wording you publish.
Link to this page
Free to use and share. If it helped, a link back is the best thanks.
<a href="https://flatdeskfinal.vercel.app/free-tools/sla-wording-generator">SLA wording generator</a>Guides that go with this tool
- How to set up a support SLA your team can actually meetHow to choose first reply and resolution targets, handle business hours and pending tickets, and report attainment honestly.
- Support SLA templates: three starting points you can copy and adjustThree plain-language SLA templates for small teams: email only, chat and email, and priority customers. Each is a starting point, not one to copy blindly.
- Write an SLA customers can read: plain-language response promisesHow to turn your internal response targets into a short customer-facing SLA in plain language, with business hours, exclusions and what happens when you miss.
Running support on a small team?
Flatdesk is $49 per agent per month, with 100 AI resolutions per agent included. Try it free for 14 days, no card.
More free tools
- Support staffing calculatorHow many agents to schedule for chat, phone or email.
- SLA due time calculatorDue times in business hours, and SLA attainment.
- CSAT and NPS calculatorYour score and how much of a change is just noise.
- Customer service reply templatesPlain replies for refunds, bugs, outages and hard conversations.
- Customer support glossarySupport terms and metrics defined in a sentence or two.
- Cost per ticket calculatorWhat a ticket costs you, and what an AI answer would change.
- Support backlog calculatorHow many days to clear a backlog, and the pace you need.
- Ticket priority matrixImpact times urgency gives P1 to P5, with starter targets.
- After-hours auto-reply generatorA plain out-of-hours reply that sets the right expectation.
- Ticket volume forecastProject tickets and the agents you will need, month by month.
- First contact resolution calculatorThe share of tickets solved in one reply, and the reopen rate.
- Support cost per customer calculatorWhat support costs per customer, and the share of their revenue it takes.
- Support hiring cost calculatorWhat one more support agent really costs, with ramp time.
- Saved reply time savings calculatorHours and money saved by a library of saved replies.
- CSAT sample size calculatorHow many survey responses you need for a trustworthy score.
- Ticket reopen rate calculatorHow often solved tickets come back, and what that costs.
- Handle time calculatorTickets per agent per day from your average handle time.
- Support goal plannerQuarter targets for response time, CSAT and backlog.
- Escalation rate calculatorHow many tickets reach a second tier, and what that costs.
- Ticket deflection calculatorHelp center visits that end without a ticket, and the saving.
- Churn cost calculatorCustomers lost, lifetime value and what a save rate is worth.
- SLA breach cost calculatorCredits and follow-up time that missed SLAs cost each month.
- New hire ramp plannerWeekly ticket targets while a new agent ramps up.
- Help center search gap finderTurn zero-result searches into a ranked list of articles to write.
- Help center gap prioritizerRank missing articles by tickets removed per hour of writing.
- Support channel mix plannerAgents and cost for your mix of email, chat and phone.
- Saved reply placeholder checkerFind unfilled placeholders and TODOs in a saved reply.
- Support reply readability checkerSentence length and stock phrases in a support reply.
- Support QA scorecard calculatorA weighted quality score from your scorecard categories.
- Refund policy generatorA clear refund policy for monthly and annual plans.
- Incident status message generatorStatus page posts for each stage of an incident.
- Weekly support report generatorA short weekly support summary with week-on-week changes.
- Customer effort score calculatorTurn 1 to 7 effort answers into a score and an easy-versus-hard split.
- Support coverage hours plannerHow much of your customers' day your support hours cover.
- Support workload checkerCheck one agent's workload for signs of strain.
- Saved reply library auditFind duplicate, long and stale saved replies.
- Support reply checklistFive quick checks on a draft support reply.
- Ticket subject theme finderFind the topics that recur across ticket subjects.
- Help article length checkerCheck a help article's length, steps and headings.
- Support job ad generatorA plain job ad for a support hire, with pay and hours up front.
- Ticket reopen reason sorterGroup reopened-ticket notes by why they came back.
- Support handoff note generatorA short note so the next agent never has to ask the customer again.
- Refund request reply generatorA refund reply that leads with the decision.
- Support escalation matrix builderWho owns each issue, who it moves to and when.
- First response promise calculatorThe first reply time your team can really keep.
- Support reply length plannerHow many words a reply needs, by channel and issue.
- First reply template builderA first-reply skeleton by issue type and tone.
- Support subject line checkerFlag vague, long or shouting support subject lines.
- FAQ page builderTurn question and answer pairs into FAQ text and FAQPage markup.
- Response time analyzerMedian, p90 and the share answered inside your target.
- Support email signature generatorA clean support signature in HTML and plain text.
- Ticket tag taxonomy builderA starting list of ticket tags for your kind of business.
- Help center article template generatorA ready-to-fill help center article, step by step.
Made by Flatdesk, a help desk for small support teams at one flat price per agent.