Interdepartmental SLA Template
$20.00
Agree on what every team owes the others, how fast, and what happens when it slips.
If you lead Customer Success, you know how this goes. A handoff comes over half-finished, a billing question lands on a CSM, a bug sits in the queue, and your team becomes the bridge for everyone else's gaps. This agreement puts what every team owes the others in writing, signed by every leader.
It covers plain-language definitions of response, resolution and priority, then commitments between Sales and CS, Support and CS, Product and CS, and Finance and CS. Every commitment has a direction, a response time, how it's measured and what done means, and a handoff checklist sits under Sales and CS. A three-level escalation path, a quarterly scorecard, review checkpoints and sign-off finish it. Commitments go both ways, because if every line is another team owing CS something, nobody else will sign it. The guide shows how to negotiate it in two working sessions.
What's included
Interdepartmental SLA template in Word, plus a make-a-copy link for Google Docs
11 sections: agreement snapshot, why we're doing this, definitions, Sales and CS, Support and CS, Product and CS, Finance and CS, escalation path, scorecard, review checkpoints and sign-off
A handoff checklist under the Sales and CS commitments
A step-by-step PDF guide with made-up examples, a two-session negotiation plan and the mistakes to avoid
A Steal This SLA readiness check
Who it's for
CS leaders and COOs who want handoffs, escalations and requests between teams to stop depending on who you know.
How it works
Digital download. Your files are ready right after checkout. Open the Word file, or use the link included with your download to make your own copy in Google Docs. No physical item will be shipped.
Bundle and save
This template is part of the CS Operating Model Bundle: 9 templates for $89, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.
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