The operating manual for B2B support teams: SLAs by account and severity, escalation paths, support tiers, QA, and the metrics that prove it's working. Below are the guides, templates, and frameworks for each part of the operation.
Running B2B support is an operations problem, not a ticketing problem. This pillar collects the guides and templates for the systems that keep complex, account-based support predictable.
The complete, always-current library. Any new article tagged Support Operations appears here automatically — newest first.
Flat SLAs break the moment a Tier-1 account hits a Sev-1. Effective B2B SLAs are a matrix: response and resolution targets vary by both severity and the customer's entitlement tier, tied to renewal-aware logic.
| Severity | Enterprise (Tier 1) | Growth (Tier 2) | Standard (Tier 3) |
|---|---|---|---|
| Sev-1 · service down | 15 min / 4 hr | 30 min / 8 hr | 1 hr / 1 day |
| Sev-2 · degraded | 1 hr / 1 day | 4 hr / 2 days | 1 day / 3 days |
| Sev-3 · question | 4 hr / 2 days | 1 day / 3 days | 2 days / 5 days |
First response / resolution target. Sample framework — draft to your own contracts. See the SLA and severity guides above for the full method.
