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commands/monitor-sla.md

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+---
+name: monitor-sla
+description: Tracks MQL→SQL SLA performance, raises alerts, and recommends corrective actions.
+usage: /sales-handoff-orchestration:monitor-sla --segment enterprise --window 7d --threshold 85
+---
+
+# Command: monitor-sla
+
+## Inputs
+- **segment** – filter for program/team to analyze.
+- **window** – time period (24h, 7d, 30d) for metrics.
+- **threshold** – SLA compliance target percentage.
+- **notify** – optional channel or email for alert delivery.
+- **dimensions** – optional breakdowns (owner, geo, campaign).
+
+### GTM Agents Pattern & Plan Checklist
+> Mirrors GTM Agents orchestrator blueprint @puerto/plugins/orchestrator/README.md#112-325.
+
+- **Pattern selection**: SLA monitoring usually follows a **pipeline** (aggregation → calculation → diagnostics → actions → alerts). If diagnostics + recommendations can run in parallel, log a **diamond** segment and merge gate.
+- **Plan schema**: Save `.claude/plans/plan-<timestamp>.json` with objective, data sources, task IDs, dependencies (dashboards, alert channels), error handling, and success metrics (SLA %, response time, queue depth).
+- **Tool hooks**: Reference `docs/gtm-essentials.md` stack—Serena for CRM automation diffs, Context7 for MAP/CRM field docs, Sequential Thinking for retro cadence, Playwright for form QA when routing fixes require front-end checks.
+- **Guardrails**: Default retry limit = 2 for failed data pulls/alerts; escalation ladder = RevOps Director → Sales Manager → CRO.
+- **Review**: Run `docs/usage-guide.md#orchestration-best-practices-puerto-parity` before execution to confirm agents, dependencies, deliverables.
+
+## Workflow
+1. **Data Aggregation** – pull MAP/CRM timestamps (MQL created, accepted, touched) plus routing metadata.
+2. **SLA Calculation** – compute response time, acceptance time, conversion rates vs targets.
+3. **Drill-down Diagnostics** – highlight segments, owners, or campaigns below threshold.
+4. **Action Recommendations** – prescribe playbooks (re-prioritize queues, add enablement, adjust routing rules).
+5. **Alert Packaging** – send summary + deep dive dashboards to notify channels.
+
+## Outputs
+- SLA dashboard snapshot with compliance %, aging pipeline, at-risk cohorts.
+- Recommendation list with owners and due dates.
+- Optional incident ticket for severe breaches.
+- Plan JSON entry stored/updated in `.claude/plans` for audit trail.
+
+## Agent/Skill Invocations
+- `revops-director` – reviews systemic issues and approves remediation.
+- `sla-tracking` skill – ensures methodology + thresholds are standardized.
+- `routing-logic` skill – recommends rule adjustments causing delays.
+
+## GTM Agents Safeguards
+- **Fallback agents**: document substitutes (e.g., Sales Manager covering RevOps Director) when specialists unavailable.
+- **Escalation triggers**: if SLA compliance stays below threshold for two consecutive windows, trigger escalation to Sales + Marketing leadership and open an incident per GTM Agents rip-cord.
+- **Plan maintenance**: update plan JSON/change log whenever thresholds, alert channels, or remediation playbooks change.
+
+---