This SLA template was build for B2B SaaS companies to reflect current best practices for hybrid AI-human support models, covering both automated and human-assisted service levels.

SLAs now detail not only traditional metrics like response times but also AI performance standards, escalation pathways from AI to human agents, and customer choice in interaction methods. Modern SLAs address factors like AI deflection rates, hybrid resolution times, sentiment-based routing, and 24/7 automated support coverage.

Inside, you’ll discover how to:

• Provide a framework for AI-enhanced customer support commitments that balance automation efficiency with human expertise.

• Define clear escalation paths between AI and human agents.

• Establish measurable performance standards for hybrid support models.

• Create transparency around when and how customers can access human support.

Unlock smarter, faster, and more meaningful support — grab the template now and transform the way you serve customers.