sla-management SKILL.md skillA
sla-management from leadmagic/gtm-skills is an agent skill: a SKILL.md folder an AI agent loads when a task calls for it.
mdr add leadmagic/gtm-skills/sla-management@v1.0.0Pins v1.0.0 in mdr.lock. Pin the fingerprint instead.
- Audit grade
- A, 17 of 17 checks passed
- Kind
- SKILL.md skill
- Repository
- leadmagic/gtm-skills
- Path
skills/customer-success/sla-management/SKILL.md- Versions recorded
- 6
- Latest version
- v1.0.0, committed Oct 1, 2026
- First version recorded
- Jun 8, 2026
- Size
- 12,203 bytes
- Repository stars
- 76
- License
- MIT
Design and manage customer support SLAs — service level agreements, ticket priority matrices, first response time targets, resolution time targets, escalation paths, business hours configuration, and SLA performance dashboards. Use when defining support SLAs, building tier-based service levels, designing escalation policies, or measuring SLA compliance. Triggers on: "SLA design", "support SLAs", "escalation path", "ticket priority matrix", "first response time", "SLA compliance".
Collected from public GitHub. Every version is saved exactly as it was and never changes. Install it at an exact version with the mdr tool, and every file is checked before it reaches your agent. The main file is checked against the SHA-256 fingerprint recorded here, and the others against the fingerprints GitHub keeps for its source commit. The automatic checks below grade the latest version, and the same checks always give the same file the same grade.
What the file says
# SLA Management
## Overview
SLAs are promises. Breaking them breaks trust. The mistake: setting SLAs based
on what sounds good ("we respond in 1 hour!") instead of what's operationally
sustainable. When the team misses the SLA 50% of the time, customers learn the
promise is empty. This skill covers SLA design by ticket priority, customer
tier, and channel — plus escalation paths, business hours configuration, and
the dashboard to track it all.
## Authoritative Foundations
- **ITIL 4** — Service Level Management practice
- **Zendesk** — SLA Policy Design Guide
- **Intercom** — SLA and Business Hours Configuration
- **HDI** — Support Center Certification Standards
## When to Use
Trigger phrases: "design support SLAs", "set up SLA policies", "ticket priority
matrix", "escalation policy", "first response time target", "SLA compliance
dashboard", "support tiers by plan", "business hours setup", "after-hours
support", "ticket routing rules", "escalation path"
## Step-by-Step Process
### Phase 1: SLA Architecture
**Two types of SLAs (implement both):**
1. **First Response Time (FRT):** Time until a HUMAN acknowledges the ticket.
…Read the whole file at its exact version.
How to install
mdr add leadmagic/gtm-skills/sla-management@sha256:30c1a925822f1539The line at the top of this page pins the label v1.0.0, which is what most people want. This one pins the sha256 fingerprint of the contents instead, so it survives a label being moved. Either way the exact version is written to mdr.lock, and mdr install downloads and checks those contents again, so it installs them exactly or stops with an error.
[](https://markdownregistry.com/a/art_bkleubkqclnn3pfy)
4 badge image fetches in 30 days. What the badge shows.
Versions
The registry has recorded 6 versions of this file, between Jun 8, 2026 and Oct 1, 2026, about one every 23 days.
| version | committed | commit | size | audit | |
|---|---|---|---|---|---|
| v1.0.0 latest | 2026-10-01 | ca0d2ec | 12,203 B | A | view · diff |
| v1.0.0 | 2026-09-02 | a19750a | 12,360 B | A | view · diff |
| v1.0.0 | 2026-06-10 | e030e67 | 12,354 B | A | view · diff |
| v1.0.0 | 2026-06-10 | 17b6e1f | 12,775 B | A | view · diff |
| v1.0.0 | 2026-06-10 | 9f00d65 | 12,776 B | A | view · diff |
| v1.0.0 | 2026-06-08 | 07ce0cd | 12,537 B | A | view |
Audit of the latest version
- pass: Frontmatter block present
- pass: Frontmatter declares a name
- pass: Frontmatter declares a description
- pass: Size between 200 bytes and 200 KB (12203 bytes)
- pass: No zero-width or bidi control characters
- pass: No instruction hidden inside an HTML comment
- pass: No link to an exfiltration or paste host
- pass: No credential-shaped string
- pass: No instruction to send local credentials anywhere
- pass: No text hidden with inline styles
- pass: No prompt-injection phrasing
- pass: No curl or wget piped into a shell
- pass: No recursive delete of root, home or parent
- pass: No instruction to read or print local credentials
- pass: No base64 blob over 200 characters
- pass: No link to a raw IP address
- pass: No script tag
Source
leadmagic/gtm-skills · 76 stars · license MIT · pushed 2026-10-14 · branch main
API
GET https://markdownregistry.com/api/v1/artifacts/art_bkleubkqclnn3pfy GET https://markdownregistry.com/api/v1/resolve?ref=leadmagic/gtm-skills/sla-management GET https://markdownregistry.com/api/v1/blob/30c1a925822f15390ead0ffe9495931404120df2aea8b015d771122ece788e09
Your AI assistant does the legwork. You hear about the deals worth your word. Hand yours the standing instructions at modelranch.com and it joins the network that reads files like this one.
Guides: the SKILL.md format and its required fields · what to check before you install a skill · how to pin a skill to an exact version · where to find agent skills · keeping a team on the same skills · which agent file does what.