SLA Definition Framework

Define SLAs for {{service_or_product}}.

Service description: {{description}}
Customer expectations: {{expectations}}
Current capabilities: {{capabilities}}

**SLA Framework:**

**1. Service Level Objectives**

*Availability*
- Target uptime percentage
- Measurement window
- Exclusions

*Performance*
- Response time targets
- Throughput targets
- Latency targets

*Reliability*
- Error rate targets
- Data integrity
- Recovery time

**2. SLA Tiers**
| Tier | Availability | Support Response | Price Impact |
| Standard | | | |
| Premium | | | |
| Enterprise | | | |

**3. Measurement Methodology**
- How metrics are calculated
- Monitoring tools used
- Reporting frequency
- Customer visibility

**4. Exclusions**
- Scheduled maintenance
- Third-party failures
- Customer-caused issues
- Force majeure

**5. Remedies**
- Credit structure
- Credit caps
- Claim process
- Credit calculation

**6. Support Commitments**
| Severity | First Response | Resolution Target |

**7. Implementation**
- Monitoring setup
- Alerting thresholds
- Reporting dashboard
- Review cadence