# Support sla message survey

Explain response expectation wording.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. What timing did you understand?

Answer: ____________________

## 2. Which service-hours detail was unclear?

Answer: ____________________

## 3. What reference was missing?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Ask whether the displayed time refers to acknowledgment, a first substantive response or resolution. Record the interpretation before explaining the distinction so you can identify the exact expectation gap.
2. Keep the service-hours, time-zone or holiday rule the customer could not apply. A number of hours is incomplete if readers cannot tell when the clock runs.
3. Identify which official service description the customer expected to consult and whether the message points to it. Feedback about clarity cannot establish that the service meets a contractual target.

Interpretation caution: Do not promise contractual performance.


## Separate acknowledgment from resolution

Test the real approved terms using fictional cases, without inventing a guaranteed service outcome.

### When an initial response is expected

Keep separate: When the issue will be resolved.

Why the boundary matters: A reply commitment does not establish a repair deadline.

### Stated business-hour conditions

Keep separate: Continuous coverage inferred from an unlabeled duration.

Why the boundary matters: Readers need the same clock and eligibility boundary as the actual terms.

## Illustrative finding and follow-up

Observation: Response targets resemble resolution promises.

Action to test: Distinguish response from resolution targets.

Follow-up: With revised wording, ask customers to explain what event the target measures and how the stated service hours apply. Record any remaining response-versus-resolution confusion and have the service owner verify the wording against the actual policy.


## Collection protocol

When and whom to ask: Show customers a synthetic support acknowledgment with the currently approved target wording before asking them to explain the timing. Use no real ticket or account information.

Decision owner: The support service owner and the editor of the approved response-target policy.

Follow-up: With revised wording, ask customers to explain what event the target measures and how the stated service hours apply. Record any remaining response-versus-resolution confusion and have the service owner verify the wording against the actual policy.

Response handling: Collect interpretations of a fictional message. Avoid real ticket numbers, customer identities or contract documents in the survey response.