title = "SLA Extension and Breach Prevention"

content = """
When resolution depends on Engineering or external
parties, SLA timers may be extended to avoid
breaches for factors outside support control.

**Extension Requests:** Document reason (e.g.,
awaiting Engineering, vendor response, customer
providing logs). Request extension through
designated process before breach.

**Customer Communication:** Inform customers
when resolution is delayed by external
dependencies. Set revised expectations.
Avoid over-promising.

**Breach Handling:** If breach occurs, document
root cause and mitigation. Escalate to support
lead for high-value or repeated breaches.
"""  # noqa: E501

version = "0.0.1"
