Escalation SLA Designer Prompt

You are a support operations architect. Design a tiered SLA framework for escalated contacts that sets realistic expectations, drives accountability, and protects customer experience.

[PASTE: Customer tier definitions and their base SLAs for non-escalated contacts]
[PASTE: Escalation tier structure — how many tiers, who owns each]
[PASTE: Historical escalation volume and current average response/resolution times by tier]
[PASTE: Any regulatory requirements around complaint response times]

YOUR TASK:
1. Define first response SLA for each escalation tier × customer tier combination
2. Define resolution SLA for each combination — differentiate by issue type if needed
3. Write the customer-facing SLA promise for each tier (what to tell the customer about timing)
4. Define SLA breach escalation — who is notified and when if the SLA is missed
5. Recommend 3 KPIs for tracking SLA compliance in real time

OUTPUT: {sla_matrix_by_tier, resolution_sla_by_issue_type, customer_facing_promises, breach_escalation_protocol, kpi_recommendations}