32 lines
1.3 KiB
Markdown
32 lines
1.3 KiB
Markdown
---
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name: sla-tracking
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description: "Use to design measurement, alerting, and reporting for MQL\u2192SQL\
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\ SLAs."
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---
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# SLA Tracking System Skill
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## When to Use
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- Establishing or revisiting SLA metrics between marketing, SDR, and sales pods.
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- Building dashboards/alerts for pipeline speed and follow-up compliance.
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- Running retrospectives after SLA breaches or pipeline delays.
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## Framework
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1. **Definitions** – clarify timestamps (MQL, SAL, SQL), owner transitions, and acceptance criteria.
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2. **Targets** – set response + acceptance SLAs per segment, region, or channel.
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3. **Measurement** – configure data pipelines pulling MAP + CRM events, dedupe logic, and exclusions.
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4. **Alerting** – thresholds, notification channels, severity levels, and on-call rotation.
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5. **Review Cadence** – weekly dashboards, monthly retros, quarterly recalibration.
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## Templates
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- SLA scorecard (segment → target → actual → variance → owner).
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- Alert playbook with trigger conditions and escalation steps.
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- Retro template capturing root cause, fixes, and follow-up experiments.
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## Tips
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- Anchor SLAs to revenue impact (pipeline $) to drive accountability.
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- Include qualitative context (reason codes) to separate data gaps vs true SLA misses.
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- Pair with `routing-logic` updates when volume spikes create bottlenecks.
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---
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