The Scenario
"PayUnion", a Cape Town-based merchant aggregator, supports retailers across SA. Support is offered over email, chat, and voice. The CEO wants to implement formal Service Level Agreements (SLAs) for merchants. However, the model must handle South African business hours, public holidays, and operational shifts caused by stage-based power grids.
The Brief
Design a comprehensive SLA policy. Specify response and resolution target times by channel, ticket priority, and tier. Include operational protocols for handling timezone and business hour calculations.
Deliverables
- SLA matrix table mapping priority levels (Urgent, High, Medium, Low) to target first-response and resolution times by channel
- A business hours configuration plan that accounts for public holidays and timezone schedules
- An automated SLA breach warning system specification (when and who to alert before a breach occurs)
- A continuity plan details block explaining how SLAs are adjusted or paused during major infrastructure outages
Submission Guidance
Make sure the SLA goals are realistically achievable for a small-to-medium business while maintaining customer trust.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.