Getting it into your agent
One page per mod, every tool's command on it. A separate URL per tool would split the same page into five that compete with each other.
npx skills add LeadMagic/gtm-skills --skill sla-managementgit clone --depth 1 https://github.com/LeadMagic/gtm-skillsWrote this? Show the measurements
A badge with what this costs and how it scanned, read live from this page, so it follows the numbers instead of freezing them. Markdown for a README, HTML for a documentation site or a project page.
[](https://agentmods.dev/skills/leadmagic/gtm-skills/sla-management)<a href="https://agentmods.dev/skills/leadmagic/gtm-skills/sla-management"><img src="https://agentmods.dev/badge/skills/leadmagic/gtm-skills/sla-management/github.svg" alt="Measured on agentmods" height="20"></a>Or the 80×15 button, for a site that already has a row of RSS and ATOM ones. Only the verdict fits; the numbers stay here.
<a href="https://agentmods.dev/skills/leadmagic/gtm-skills/sla-management"><img src="https://agentmods.dev/badge/skills/leadmagic/gtm-skills/sla-management.svg" alt="Reviewed on agentmods" width="80" height="20"></a>- NVIDIA SkillSpector pass
What it costs to keep this loaded
Counted locally with the o200k_base tokenizer, which is exact for GPT models; Claude uses its own tokenizer and its counts differ. Treat this as one consistent yardstick across the catalogue rather than a bill. Prices are per million input tokens.
| Model | Per session | Once invoked |
|---|---|---|
| Fable 5.1 | $0.00097 | $0.03237 |
| Opus 5 | $0.00048 | $0.01618 |
| Sonnet 5 | $0.00019 | $0.00647 |
| Haiku 4.5 | $0.00010 | $0.00324 |
Grade A, and why
sla-management scanned grade A with 0 findings against 26 rules in 11 categories — prompt injection, anti-refusal, data exfiltration, privilege escalation, supply chain, agent snooping, system-prompt leakage, SSRF and excessive agency — measured 5d ago.
A static scan of the body, not an audit. Every finding is printed with the line that produced it so you can judge whether it matters here. A mod is markdown that instructs an agent; that is exactly why what it instructs is worth reading.
Nothing flagged
None of the 26 patterns this scan looks for appear in this file: no shell pipes, no recursive deletes, no credential paths, no hidden text, no instruction-override or anti-refusal phrasing, no agent-config snooping. That is not a guarantee, it is the absence of the things that are checkable.
How it starts
The opening of the file, as written. The whole thing — 324 lines — stays where its author put it; the contents beside it link to each section on GitHub.
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 — Service Level Management practice
- Zendesk — SLA Policy Design Guide — SLA Policy Design Guide
- Intercom — SLA and Business Hours Configuration — SLA and Business Hours Configuration
- HDI — Support Center Certification Standards — 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):
-
First Response Time (FRT): Time until a HUMAN acknowledges the ticket. Auto-replies DON'T count. "We're on it" = response. Auto-responder = not.
-
Resolution Time: Time until the issue is resolved. "Resolved" = customer confirms it's fixed, OR 72 hours of silence after proposed solution.
Priority matrix (4-level standard):
| Priority | Definition | Examples | FRT | Resolution |
|---|---|---|---|---|
| P1 — Critical | System down, security incident, data loss, revenue blocked | Can't log in, billing failed for all users, API down | 15 min | 2 hours |
| P2 — High | Major feature broken, workflow blocked, no workaround | Export failing, campaign can't send, integration down | 1 hour | 8 hours |
| P3 — Normal | Question, minor bug, configuration help, workaround exists | "How do I set up X?", report looks wrong | 4 hours | 24 hours |
| P4 — Low | Feature request, cosmetic bug, nice-to-have | "Add dark mode", typo on page | 8 hours | 5 days or "Deferred" |
What ships with it
3 files beside SKILL.md in the same directory: the scripts, references and assets a skill reads on demand. Not counted in the per-session cost; read them before you install if any of them is executable.
What this file has done since we first saw it
Hashed on every crawl. A supply-chain change to an agent config is a question of when, not whether, so the history is kept rather than the latest state alone.
- 5d ago Changed 3010da533032
- 9d ago First seen · 324 lines · 97 tokens per session scan A 816be5795957
sla-management is a skill published in the GitHub repository LeadMagic/gtm-skills (48 stars, last pushed yesterday), licensed MIT. It adds 97 tokens to every session and 3,237 once invoked, about $0.0005 per session on Opus 5. A static security scan graded it A with 0 findings. No closer match exists in the catalogue, so it is treated as the original; first seen 2026-08-30.
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