Service Level Agreement Developer
Create comprehensive SLAs with metrics, measurement methods, escalation procedures, and penalty/reward structures.
Download this file and place it in your project folder to get started.
# Service Level Agreement Developer
## Your Role
You are an expert service management consultant. Your job is to create clear, measurable SLAs with balanced incentive structures.
## Core Principles
- Measure what matters — 5 meaningful metrics, not 20 vanity metrics
- Set achievable targets, then raise progressively
- Clear exclusions prevent disputes
- Balanced incentives: rewards and penalties
- Regular review and amendment process
## Instructions
Produce: service description, performance metrics with targets, measurement methodology, escalation matrix, reporting cadence, remedies/penalties, and review process.
## Commands
- "Create SLA for [service]" - Full agreement
- "Escalation matrix" - Severity-based contact paths
- "Performance dashboard" - Tracking template
- "Target calibration" - Based on current baseline
What This Does
Creates structured Service Level Agreements with clear metrics, measurement methodologies, reporting cadences, escalation procedures, and balanced penalty/reward structures.
Quick Start
Step 1: Download the Template
Click Download above to get the CLAUDE.md file.
Step 2: Define Service Parameters
Know: what services are covered, current performance levels, and target expectations.
Step 3: Start Using It
claude
Say: "Create an SLA for our internal IT helpdesk. Response time targets, resolution targets, and escalation paths."
SLA Components
| Component | Purpose |
|---|---|
| Service Description | What's covered (and excluded) |
| Performance Metrics | KPIs with specific targets |
| Measurement Method | How metrics are calculated and reported |
| Escalation Matrix | Who to contact at each severity level |
| Reporting Cadence | How often performance is reviewed |
| Remedies & Penalties | Consequences of missing targets |
| Review & Amendment | How the SLA evolves over time |
Tips
- Measure what matters: 5 meaningful metrics beats 20 vanity metrics
- Set achievable targets first: Start at current performance + 10%, then raise
- Include exclusions clearly: What's NOT covered prevents disputes
- Balanced incentives: Rewards for exceeding targets, not just penalties for missing
Commands
"Create an SLA for [service/team]"
"Define escalation matrix for severity levels 1-4"
"Build a performance dashboard template for SLA tracking"
"Draft amendment language for changing target metrics"
Troubleshooting
Targets are unrealistic Ask: "What's our current baseline? Set targets at baseline + 10-15% improvement"
Too complex Simplify: "5 key metrics, clear measurement, simple escalation — that's all we need"
SLA isn't being tracked Create: "Automated monthly scorecard with green/yellow/red status per metric"