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sla-definition

Define customer-facing SLAs with availability targets, remedies, and reporting cadence.

1|Updated Nov 29, 2025
Search Tags:#uptime#measurement#remedies#slo-sli#sla-definition#service-level-agreement
One-click install
npx skills add https://github.com/SSiertsema/claude-code-plugins --skill sla-definition
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: sla-definition
Source: https://github.com/SSiertsema/claude-code-plugins/tree/main/sla-definition/skills/sla-definition
Command: npx skills add https://github.com/SSiertsema/claude-code-plugins --skill sla-definition

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Defines customer-facing Service Level Agreements to formalize targets, remedies, exclusions, and measurement, reducing ambiguity and risk for both providers and customers.

Core Features & Use Cases

  • External SLA construction: defines availability targets, remedies, reporting cadence, and exclusions.
  • SLA vs SLO clarity: differentiates external commitments from internal targets, ensuring proper governance.
  • Measurement methodology: specifies data sources, calculation methods, exclusions, data retention, and access to data.
  • Reporting & review: establishes cadence for monthly/quarterly reports and annual review.
  • Compliance readiness: includes notice requirements, escalation paths, and contract-safe language.

Quick Start

Define the service name, customer tiers, and regions to begin drafting the SLA.

Frequently Asked Questions about sla-definition

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I define a customer-facing SLA that includes uptime measurement and remedies?▼

A Service Level Agreement (SLA) defines external commitments for availability and remedies, while an SLO is an internal target. Separating them ensures proper governance so internal objectives do not accidentally become legally binding customer commitments.

What should be included in SLA measurement methodology for external services?▼

To draft an SLA, start by defining the service name, customer tiers, and regions. Then establish availability targets, performance metrics, remedies, notice requirements, and escalation paths to ensure contract-safe language across all service tiers.

How does an SLA differ from an internal SLO?▼

A Service Level Agreement (SLA) defines external commitments for availability and remedies, while an SLO is an internal target. Separating them ensures proper governance so internal objectives do not accidentally become legally binding customer commitments.

What is the best way to structure SLA reporting and review cadences?▼

The best way to structure SLA reporting is to establish a regular cadence for monthly or quarterly performance reports, alongside an annual review process. This maintains compliance readiness and continuous alignment with availability targets.

Can I use a single SLA definition across multiple customer tiers and regions?▼

Yes, a single SLA definition can apply across services, customer tiers, and regions. It standardizes availability targets and remedies while allowing specific measurement methodology and exclusions to be tailored within the contractual framework.

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