title = "SLA Response and Resolution Targets"

content = """
Service Level Agreements define the maximum time allowed for initial response and
for full resolution. Ganges Valley Tech commits to targets that vary by client
tier and priority level. Breaches require escalation and root cause review.

**Response SLA:** The time from ticket creation to first agent reply. Typical targets:
P1 within 15–30 minutes, P2 within 2–4 hours, P3 within 8–24 hours, P4 within 48 hours.
Enterprise clients may have stricter terms.

**Resolution SLA:** The time from ticket creation to confirmed resolution. Depends on
complexity; some tickets require multiple interactions. Extensions may be requested
for engineering escalations with client approval.

**Tracking:** All timers start at ticket creation. Pausing rules apply for awaiting
customer response or third-party vendors. Document pauses clearly in ticket notes.
"""  # noqa: E501

version = "0.0.1"
