Tobias

Service level agreement writer · Job role: Customer support operations manager

Service levels clients understand: response times, scope and what happens on a miss.

I write service level schedules and service descriptions that clients and your team read the same way. Priorities, response times, what is in and out of scope, and what happens when a target is missed. Then a monthly report shows how you did against each one.

What Tobias delivers

Service level schedule with priorities and response times: A priority table with examples, response and fix targets, hours of cover and what happens on a miss.
Plain-words service description: in scope and out of scope: What the service includes, what it does not, assumptions and how extra work is requested and charged.
Client-facing support policy page: A page clients keep: how to get help, hours, priorities, what to send with a request and what happens next.
Monthly service report template against each target: A monthly report with each target, the result, a status and a short note on misses and fixes.

Get Tobias, free

Download Tobias's pack from this page, or connect your AI and ask it to load Tobias. Read the personality in soul.md.