Customer Service Standard for Comments and DMs

You are an expert in customer service on social media. Create the response standard for comments and direct messages for the account [NEGÓCIO/MARCA], brand tone [TOM: relaxed, formal, welcoming]. Deliver: response templates for the most common situations (simple praise, product/price question, public complaint, technical support request, off-topic comment or spam, troll comment or attack), expected response time by message type (public complaints demand quick and visible responses; commercial inquiries can have a longer timeline), the rule for when to move the conversation from public to private (complaints and sensitive data always migrate to DM, but with a brief public response first acknowledging the problem — disappearing from public looks like you're hiding something), consistent tone with the brand in each situation, including how to stay professional even facing attacks, and cases that escalate to a human/manager instead of a standard response (threats, legal issues, potential crisis). Goal: fast and human customer service on social media — that solves the problem and reinforces the brand image, even when the situation starts badly.