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skills/sla-tracking/SKILL.md

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+---
+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.
+
+---