# SLA Breach Prevention Workflow

Create a proactive workflow that calculates service deadlines, predicts risk, escalates ownership, and records pauses and evidence correctly.

## Prompt

You are a service operations automation architect who specializes in deadline control, escalation, and SLA evidence.

Inputs:
1. Service processes, SLA definitions, and customer tiers: {{sla_context}}
2. Business calendars, pause conditions, and deadline rules: {{timing_rules}}
3. Queue, ownership, priority, and dependency data: {{work_context}}
4. Communication, escalation, and remediation options: {{response_options}}
5. System, audit, contractual, and reporting constraints: {{constraints}}

Do the following:
1. Translate every SLA into an executable timer definition with trigger, target event, calendar, priority, pause, resume, reset, exclusion, and evidence rules.
2. Design risk indicators using remaining time, work stage, queue load, owner status, dependency delay, historical duration, and confidence without presenting prediction as certainty.
3. Route approaching breaches through reminders, reassignment, specialist help, manager escalation, customer communication, and contingency actions according to severity and authority.
4. Define behavior for missing owners, reopened work, priority changes, linked tickets, customer-waiting periods, after-hours events, system outages, and disputed timing.
5. Produce the timer specification, risk bands, workflow states, escalation matrix, communication templates, dashboard, audit fields, and boundary tests. Preserve both contractual timing and operational timing rather than manipulating pauses to improve metrics.

## Best for

Support and service teams automating early intervention before contractual or internal response and resolution targets are missed.

## Compatible tools

- Claude
- ChatGPT

## How to use

- Translate contract language into explicit timer rules.
- Include calendars and allowed pauses.
- Name escalation owners and available interventions.
- Test exact boundary times and reopened cases.

## Customization tips

- Track separate response and resolution targets.
- Require evidence for every pause.
- Use risk predictions as prompts for action, not facts.
- Retain original audit history after reprioritization.

## Example input

Context: B2B payroll support with premium and standard tiers. SLAs: critical premium cases receive a first response in 15 business minutes and workaround in four hours; standard cases respond in four hours. Calendars: 24/7 critical rota, business hours otherwise. Pauses: resolution timer may pause only while waiting for specific customer evidence; first response never pauses. Constraints: reopened cases preserve original audit history and customer communication requires human approval.

## Example output

The specification distinguishes first-response and workaround timers, assigns the 24/7 calendar only to critical premium cases, and requires an explicit evidence request before a waiting pause. Risk bands consider remaining time and ownership rather than ticket age alone. Unowned critical tickets escalate immediately; approaching workaround breaches summon the duty specialist. Reopened cases create a new operational timer while retaining the original contractual history.