Service Level Agreement Developer
Create comprehensive SLAs with metrics, measurement methods, escalation procedures, and penalty/reward structures.
Your SLA says '99.9% uptime' but doesn't define how it's measured, what counts as downtime, or what happens when you miss it. Vague SLAs create finger-pointing when things go wrong. A well-structured SLA with specific metrics, measurement methodology, and clear escalation paths protects both parties.
Who it's for: IT service managers defining SLAs for internal business units, vendor managers negotiating service commitments with suppliers, MSP owners creating client-facing SLA packages, operations directors establishing cross-department service expectations, procurement teams evaluating vendor SLA proposals
Example
"Create SLAs for our IT help desk supporting 3 business units" → Complete SLA package: 12 service metrics with targets and measurement methodology, tiered response/resolution times by severity, escalation matrix with contact details, monthly reporting template, penalty/credit structure, and annual review process
CLAUDE.md Template
New here? 3-minute setup guide → | Already set up? Copy the template below.
# 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
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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"