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Explain an SLA breach to an enterprise customer, with the credit math

  • For Customer support teams
  • You practice Keeping the AI to your sources
  • Time about 5 minutes
  • Level Advanced

About this exercise

An enterprise customer says you breached the SLA on two tickets. Their contract gives P1 tickets a first response within 1 hour and P2 tickets within 8 business hours; each breached ticket earns a credit of 5% of the monthly fee. Write the reply email: own the real breach with its exact times, show the credit math, and explain politely why the other ticket was within its target. Under 170 words, plain text, signed "Elena Park, Support Manager".

Common mistakes when you ask AI for this

  • Missing the correction. The AI uses the Thu 08:00 timestamp and concedes a second breach that didn't happen. Try: Tell it: "The first response on #91108 was Wed 16:00. Use the ops correction."
  • Hiding the math. The AI says "a credit will be applied" with no amount, so the customer has to ask again. Try: Ask: "Show the credit: 5% of $4,000 = $200."
  • Vague apology. The AI apologizes in general terms without the real times or what changed. Try: Add: "Give the exact times for #91022 and the fix we made."
  • Writing a long letter. Enterprise replies drift into paragraphs of reassurance. Try: Cap each part: "Each paragraph 2 short sentences, under 130 words total."
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".

What a strong prompt includes

  • Uses the corrected time
  • Shows the credit math
  • Gives the exact times
  • Gives the sign-off
  • Asks for plain text

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