FREE CLAUDE & CODEX PLUGIN TEMPLATE
A real SOT-based Customer Support SLA Management System PRD template connecting support policy, sla target, and priority-rule registration, ticket, response, resolution, pause time, and breach-risk lookup, sla calculation, alerting, escalation, exception approval, and post-incident review, response and resolution sla, breach cause, channel, and customer reporting.
View source on GitHub · MIT licensed
USE CASE
Teams designing an internal operations system for support agent and service operator handling customer requests and customer support operations and service-delivery coordinator
CONTENTS
VIBESPEC VIEWER
Each screen is generated from the public SOT included with this template.
Open this screen in the live demo 
Open this screen in the live demo 
Open this screen in the live demo 
Open this screen in the live demo PRACTICAL GUIDE
This Customer Support SLA Management System connects support policy, sla target, and priority-rule registration, ticket, response, resolution, pause time, and breach-risk lookup, sla calculation, alerting, escalation, exception approval, and post-incident review, and response and resolution sla, breach cause, channel, and customer reporting in one SOT-based planning document. Use the complete HTML to review and share the plan, then adapt the SOT JSON with the VibeSpec plugin in Claude or Codex.
For support policy, sla target, and priority-rule registration, define the required context, classification rules, and duplicate or missing-data checks before work enters the operating queue.
For ticket, response, resolution, pause time, and breach-risk lookup, keep status, owner, priority, and change history together so the team can find the complete operating context.
In sla calculation, alerting, escalation, exception approval, and post-incident review, connect assignment, approval or rejection, exception handling, and completion confirmation as one accountable workflow.
Use response and resolution sla, breach cause, channel, and customer reporting to track due dates, bottlenecks, exceptions, and completion outcomes by team, period, and operating category.
Set the role-based access, audit history, notifications, and external-system boundaries that Customer Support SLA Management System needs to operate safely.
The download opens in a browser without setup. Compare the PRD, feature specification, screen structure, and user flow with the work your team does today.
Write down real user roles, required data, approval rules, exceptions, and success metrics. Start with the core flow from support policy, sla target, and priority-rule registration through sla calculation, alerting, escalation, exception approval, and post-incident review.
Attach the SOT JSON in Claude or Codex with the VibeSpec plugin and describe the change in plain language. VibeSpec keeps requirements, features, screens, and user flows connected.
Replace the template vocabulary, states, and classification with the terms your team uses. Keep support policy, sla target, and priority-rule registration and ticket, response, resolution, pause time, and breach-risk lookup consistent.
Define who registers, reviews, approves, processes, and confirms completion, plus the conditions that trigger rejection or reprocessing in sla calculation, alerting, escalation, exception approval, and post-incident review.
Decide what response and resolution sla, breach cause, channel, and customer reporting should measure, then connect any SSO, messaging, or adjacent-system integration to the related screens and user flow.
Create a separate Customer Support SLA Management System initiative for due-date alerts, owner assignment, approval reminders, and exception follow-up.
Before connecting Customer Support SLA Management System to source data or adjacent systems, define synchronization cadence, failure handling, access boundaries, and audit records.
Extend Customer Support SLA Management System with team, period, and category analysis plus action rules for deteriorating completion or service levels.
Adapt this Customer Support SLA Management System for our team. Ask about our user roles, states, required fields, and approval steps first, then update the requirements, screens, and user flows together.Reduce this Customer Support SLA Management System to an MVP that keeps support policy, sla target, and priority-rule registration, ticket, response, resolution, pause time, and breach-risk lookup, and sla calculation, alerting, escalation, exception approval, and post-incident review. Move automation and external integrations into separate initiatives.Create a separate initiative on top of this Customer Support SLA Management System for due-date alerts and automatic owner assignment. Keep the connection to the existing screens and user flow.Yes. The complete HTML opens in a browser for review and sharing. To adapt the plan, attach the SOT JSON to Claude or Codex with the VibeSpec plugin and describe the change in plain language.
It includes support policy, sla target, and priority-rule registration, ticket, response, resolution, pause time, and breach-risk lookup, sla calculation, alerting, escalation, exception approval, and post-incident review, and response and resolution sla, breach cause, channel, and customer reporting, plus foundations for access, audit history, notifications, and integrations.
The HTML is a complete planning document for reading and sharing. The SOT JSON is source data that VibeSpec can update while keeping requirements, features, screens, and user flows connected.
For a discrete capability such as automation, integration, or additional analytics, create and review a separate initiative before changing the product plan broadly.
WORKFLOW