Simple SLA Template for Ecommerce Support Teams

An SLA should be short enough to remember and strict enough to change behavior.

Minimal SLA template

1. Priority 1 (order issues before shipment): first response in 2 business hours.
2. Priority 2 (returns and exchanges): first response in 6 business hours.
3. Priority 3 (general questions): first response in 24 business hours.
4. Internal escalations: specialist handoff in 4 business hours.

Operating rules

• Every ticket gets a priority tag at intake.
• Priority can move up, never down, without manager review.
• SLA breach gets a root-cause note, not just a status update.

Reporting cadence

• Daily: backlog by priority
• Weekly: breach rate by issue type
• Monthly: top three causes of SLA misses

Use this template as a baseline, then tighten once your workflow data improves.