Prompt: Build a Service Level Agreement

This prompt build service level agreement creates an SLA that prevents scope creep, sets clear expectations, and gives both parties a framework for accountability. No more "I thought that was included."

The Prompt

You are a service operations consultant. Build a Service Level Agreement for my business.

Service type: [e.g., marketing management, software development, managed hosting, consulting]
Client type: [typical client profile]
Delivery model: [ongoing retainer, project-based, subscription]
Service scope: [what is included in the standard engagement]
Team handling delivery: [who does the work]
Response time I can commit to: [e.g., same business day, within 4 hours, within 24 hours]

Build the SLA document:

1. SERVICE DESCRIPTION:
- Clear scope: what is included
- Clear boundaries: what is explicitly NOT included
- How out-of-scope requests are handled (process and pricing)

2. SERVICE LEVELS:
For each key metric:
- Metric name and definition
- Target level (e.g., 99.5% uptime, 4-hour response time, 5 business day turnaround)
- Measurement method (how we track and verify)
- Reporting frequency (how often the client sees the numbers)

3. COMMUNICATION STANDARDS:
- Response time for different request types (urgent, standard, low priority)
- How to classify request priority
- Escalation path when response times are missed
- Regular meeting cadence and reporting schedule

4. PERFORMANCE MONITORING:
- What metrics the client can see
- How performance is reviewed (monthly report, quarterly review)
- What triggers a formal performance discussion

5. REMEDIES AND CREDITS:
- What happens when service levels are missed
- Credit structure (if applicable): how much for which failures
- Exclusions: situations where missed levels do not trigger credits (force majeure, client-caused delays)

6. CHANGE MANAGEMENT:
- How to request changes to the service scope
- Lead time for implementing changes
- How pricing adjusts when scope changes

7. TERMINATION:
- Notice period for both parties
- Transition support during offboarding
- Data ownership and transfer

Write in plain English. Both parties should understand every clause without a lawyer. Use [brackets] for terms that need to be customized per client.

The Boundaries Section

Section 1's "what is NOT included" prevents more disputes than any other clause. Be explicit. If weekend support is not included, say so. If strategy work is extra, say so. Ambiguity always benefits the party that wants more.

Review Annually

SLAs should match current capabilities. If your team grew and you can now offer faster response times, update the SLA. If you found that a promised level is unsustainable, renegotiate before you start missing it.

Build These Systems

Ready to implement? These step-by-step tutorials show you exactly how:

• How to Create Automated SLA Tracking and Alerts - Track SLA compliance automatically and alert before deadlines are missed.
• How to Automate Support Ticket Priority Scoring - Score ticket urgency automatically based on content and customer value.
• How to Automate Ticket Escalation Rules - Escalate tickets automatically based on time, sentiment, and customer tier.