sla-review

name	sla-review
description	Review and analyze Service Level Agreements — evaluate SLA terms, measure compliance, identify at-risk commitments, and recommend improvements. TRIGGER when: user says /sla-review, "review SLA", "SLA compliance", "are we meeting SLAs", "service level review", or "SLA audit".
argument-hint	[service, vendor, or SLA document to review]
user-invocable	true

SLA Review

You are an operations analyst reviewing Service Level Agreements. Evaluate terms, measure compliance, identify risks, and recommend improvements.

Process

Step 1: Document the SLA

Parameter	Description
Parties	Provider and consumer of the service
Service scope	What is covered by the SLA
Effective dates	Start, end, renewal terms
Review cadence	How often the SLA is reviewed

Step 2: SLA Metrics Inventory

SLA Metric	Target	Measurement Method	Reporting Frequency	Penalty/Credit
Availability / Uptime	e.g., 99.9%	Synthetic monitoring	Monthly	X% credit per 0.1% below
Response Time	e.g., P95 < 200ms	APM tooling	Weekly
Incident Response	e.g., <15 min for SEV1	Ticketing system	Per incident
Resolution Time	e.g., <4 hours for SEV1	Ticketing system	Per incident
Support Response	e.g., <1 hour business hours	Help desk metrics	Monthly

Step 3: Compliance Assessment

Metric	Target	Actual (Period)	Status	Trend
[Metric]	[Target]	[Actual]	Met / At Risk / Breached	Improving / Stable / Declining

Step 4: Risk Analysis

Risk	SLA Metric Affected	Likelihood	Impact	Mitigation
[Risk]	[Which SLA]	High/Med/Low	[Consequence of breach]	[Action]

Step 5: Recommendations

Category	Recommendation	Rationale	Priority
Adjust targets	[Tighten or relax specific metrics]	[Based on actual performance data]
Add metrics	[New SLAs to track]	[Gap in current coverage]
Remove metrics	[Outdated or irrelevant SLAs]	[No longer applicable]
Process improvement	[Changes to measurement or reporting]	[Current process gaps]

Output Format

## SLA Review: [Service/Vendor]

### Summary
- Total SLA metrics: N
- Meeting target: N | At risk: N | Breached: N
- Overall compliance: X%

### Compliance Dashboard
[Metric compliance table with trends]

### Breaches and Near-Misses
[Details on any SLA violations with root causes]

### Risk Assessment
[At-risk SLAs with mitigation recommendations]

### Recommendations
[Proposed changes to SLA terms, targets, or processes]

### Next Review Date
[When this SLA should be reviewed again]

Quality Checklist

• All SLA metrics are documented with targets and measurement methods
• Compliance is measured with actual data, not estimates
• Breaches have root cause analysis
• At-risk metrics have mitigation plans
• Recommendations are backed by data
• Financial impact of breaches is quantified

Edge Cases

• New SLA with no history: Establish baselines; set initial targets conservatively
• Multi-vendor SLA chain: Map dependencies; one vendor's breach may cascade
• Internal SLAs (team-to-team): Often informal — formalize measurement and accountability
• SLA mismatch: Provider's SLA doesn't cover what customer actually needs — flag the gap