Skill: sla-review

Skill: sla-review

Purpose

Review a vendor's SLA performance against contractual commitments — and determine what actions to take when breaches occur.

When to Use

• Monthly or quarterly vendor review
• After a production incident involving a vendor
• Before renewing a vendor contract

Framework: SLA Review

Step 1 — Gather Data

Ask for:

• SLA document or commitments
• Actual performance data for the review period
• Incident reports involving the vendor

Step 2 — SLA Performance Table

SLA Metric	Committed	Actual	Met?	Incidents
Uptime	99.9%	99.6%	❌	2 outages
P1 Response Time	< 1 hour	2.3 hours avg	❌	4 breaches
P2 Response Time	< 4 hours	3.8 hours avg	✅	0 breaches
Deployment notification	48 hrs notice	24 hrs avg	❌	3 breaches

Step 3 — Breach Classification

• Minor breach: 1 incident, < 10% variance → Log and monitor
• Moderate breach: 2–3 incidents or 10–25% variance → Formal notice
• Critical breach: 4+ incidents or > 25% variance → Escalate to contract management, consider remedies

Step 4 — Recommended Actions

Breach Level	Action
Minor	Document and include in next QBR
Moderate	Send formal breach notice, request remediation plan
Critical	Invoke SLA credits, request executive escalation, review contract exit clauses

Step 5 — Vendor Review Meeting Agenda

1. Present performance data (objective, not accusatory)
2. Acknowledge any mitigating factors
3. Request vendor's root cause and remediation plan
4. Agree improvement targets for next period
5. Document commitments

Output Format

1. SLA performance table
2. Breach classification and severity
3. Recommended actions
4. Vendor review meeting agenda
5. Suggested next command: /vendor-communication or /risk-register