/sla-tracking

name: sla-tracking
description: "Use to design measurement, alerting, and reporting for MQL\u2192SQL\
  \ SLAs."

SLA Tracking System Skill

When to Use

• Establishing or revisiting SLA metrics between marketing, SDR, and sales pods.
• Building dashboards/alerts for pipeline speed and follow-up compliance.
• Running retrospectives after SLA breaches or pipeline delays.

Framework

1. **Definitions** – clarify timestamps (MQL, SAL, SQL), owner transitions, and acceptance criteria. 2. **Targets** – set response + acceptance SLAs per segment, region, or channel. 3. **Measurement** – configure data pipelines pulling MAP + CRM events, dedupe logic, and exclusions. 4. **Alerting** – thresholds, notification channels, severity levels, and on-call rotation. 5. **Review Cadence** – weekly dashboards, monthly retros, quarterly recalibration.

Templates

• SLA scorecard (segment → target → actual → variance → owner).
• Alert playbook with trigger conditions and escalation steps.
• Retro template capturing root cause, fixes, and follow-up experiments.

Tips

• Anchor SLAs to revenue impact (pipeline $) to drive accountability.
• Include qualitative context (reason codes) to separate data gaps vs true SLA misses.
• Pair with `routing-logic` updates when volume spikes create bottlenecks.

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