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SLA Clarification Steps

The client said they’re unclear on our SLA coverage, especially around weekend support.

Try framing it like: “We offer 24x5 support, with critical issue escalation pathways over the weekend.”

Nice. What if they still push for 24x7?

You can explain that 24x7 is available in premium tiers. Offer to walk them through the SLA matrix.

Makes sense. This whole exchange might be useful for others too.

✅ Got it! Want me to turn this into a reusable doc?

Summarize

Create a knowledge doc

Create a knowledge asset

Done. Here's a draft. Let me know if you'd like to tweak anything.

Knowledge doc

Explaining SLA Terms with Ease

Helps clarify service level agreements in customer conversations.

Summary:

This doc guides how to explain SLA coverage clearly and address common pushbacks from clients regarding support availability

Key Points:

Mention out Standard 24*5 support covarage upfront
Emphasise critical escalation paths available on weekends

Let’s also add a note about how the SLA matrix lives in the onboarding wiki.

Noted. I’ll add that under “Resources” in the doc. Anything else?

That’s it. Send it for approval.

📤 Sent. Once approved, I’ll start using it to support similar queries automatically.

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KNOWLEDGE DOC

Draft

Explaining SLA Terms with Ease

Covers how to frame SLA details clearly for client-facing discussions.

21 June, 2:00 pm

KNOWLEDGE DOC

Handling Pricing Pushbacks

Equip your team to manage price-related concerns effectively in sales conversations.

21 June, 2:00 pm

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