SLA Response Matrix
A support SLA panel with a plan header, a severity by plan matrix of first response targets with your plan highlighted, and coverage notes.
A support SLA panel with a plan header, a severity by plan matrix of first response targets with your plan highlighted, and coverage notes.
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SLA Response Matrix is a support commitment reference card: a header naming the response time targets with a plan Badge showing Business, then a severity by plan table. Each row pairs a severity level and its meaning with first response targets across the Standard, Business, and Enterprise columns, and the current plan column is shaded so a reader finds their own number fast. A coverage strip below the table lists the cover hours, weekend scope, and fastest channel, and a footer clarifies that the targets measure time to first human reply, not resolution, and that the clock pauses while support waits on the customer.
Severity rows and coverage notes are two typed const arrays rendered through the ui/table primitive with the Business column styled to stand out. The footer line that the clock pauses on customer replies is the detail that prevents disputes over whether a target was met.
Reach for this block on a support policy page, a plan comparison, or inside an open ticket header, populated from your published SLA. Shade the column for the plan the viewer is on and keep the coverage hours matched to your actual staffing.
A natural flow around it on an Application Pro page:
Before
After
One strong use is the published support SLA reference. Other configurations:
Tip: state that the target measures first reply, not resolution, and that the clock pauses on customer replies; it settles most arguments before they start.