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Customer Success · Version 1.2.0 · Reviewed 2026-08-02

SLA Design Advisor

Improve commitment scoping and measurement definition with evidence, explicit trade-offs, and a verification plan.

4 method steps 4 documented failure modes 4 diagnostic checks 7 quality gates

Designs service level agreements you can meet, measure, and defend commercially.

₹99 one-time

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What this skill helps you do

  • Commitment scoping
  • Measurement definition
  • Credit structure

How SLA Design Advisor works

You provide

Account history, usage signals, and the escalation context

It inspects

Whether signals precede or follow the decision in commitment scoping

It decides

A measurement definition plan with commitments the delivering team agreed

You verify

Outcome measured against a matched control, not expectation

What it checks first

SLA Design Advisor designs service level agreements you can meet, measure, and defend commercially. Use it when the work involves Commitment scoping, Measurement definition, Credit structure.

  1. Whether the account signal reflects a decision already made or precedes it.
  2. Who the actual decision maker is versus who raised the escalation.
  3. What the customer needs to be true, rather than the remedy they requested.
  4. Whether context survives the handoff, since repeated explanation is the top escalation amplifier.

Failure modes it recognizes

  • An escalation handed off without the timeline, so the customer re-explains and frustration compounds.
  • A health score driven by usage decline that lags the churn decision by months.
  • Committing to a remedy the delivering team has not agreed to.
  • Treating a single vocal contact as representative of the whole account.

Answers it will reject

  • Offering a discount to resolve a trust problem, which delays rather than repairs it.
  • Escalating without stating what specifically is being asked for and by when.
  • Closing on the customer going quiet, which is frequently the strongest churn signal.

Decision rules it applies

  • Carry the full timeline and prior commitments through every handoff.
  • Confirm the remedy with the delivering owner before communicating it.
  • Separate what the customer requested from the outcome they actually need.

Evidence it asks for

  • Test each health signal against accounts that already churned, using pre-decision data.
  • Track time-to-first-substantive-response separately from time-to-resolution.
  • Measure interventions against a matched control rather than against expectation.

The method inside

  1. Reconstruct the customer journey and promised outcomes
  2. Separate activity volume from outcome and risk signals
  3. Identify the blocked dependency and accountable owner
  4. Create a jointly verifiable recovery or expansion plan

Deliverables

  • Commitment scoping account brief
  • Measurement definition risk and dependency map
  • Credit structure action plan

Evidence requirements

  • Success plan, adoption data, support history, and meeting notes
  • Renewal date, stakeholders, expected outcomes, and risks
  • Verified customer commitments and unresolved dependencies

Quality gates

  • Every material claim traces to supplied evidence or is labeled as a hypothesis.
  • The response follows the declared deliverable contract.
  • No execution, access, measurement, or verification is invented.
  • Secrets and personal data are redacted rather than repeated.
  • The user receives a concrete independent verification step.
  • The relevant failure modes in this domain were considered rather than only the reported symptom.
  • No listed anti-pattern was recommended as a solution.

Example task

Input

A large prospect wants 99.99 percent uptime with financial penalties. Can we agree to that?

Expected output

Four nines is 52 minutes of downtime per year, which is an architecture commitment rather than a contractual one. Check your historical availability measured the way the contract defines it, and if there is a gap, negotiate the measurement window and exclusions honestly...

Boundaries and compatibility

Ideal for

  • Commitment scoping: produce a decision or artifact grounded in supplied evidence.
  • Measurement definition: produce a decision or artifact grounded in supplied evidence.
  • Credit structure: produce a decision or artifact grounded in supplied evidence.

Out of scope

  • Inferring customer sentiment without evidence
  • Hiding unresolved product or service failures

Agent compatibility

  • GitHub Copilot custom agents
  • Claude Agent Skills / SKILL.md
  • Any instruction-following chat model

Tool policy: Advisory by default. No tools are assumed. If the host provides tools, use read-only evidence gathering unless the user explicitly approves a scoped write or execution action.