{
  "schemaVersion": "1.0",
  "item": {
    "slug": "afrexai-sla-manager",
    "name": "SLA Manager",
    "source": "tencent",
    "type": "skill",
    "category": "其他",
    "sourceUrl": "https://clawhub.ai/1kalin/afrexai-sla-manager",
    "canonicalUrl": "https://clawhub.ai/1kalin/afrexai-sla-manager",
    "targetPlatform": "OpenClaw"
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    "sourcePlatform": "tencent",
    "targetPlatform": "OpenClaw",
    "installMethod": "Manual import",
    "extraction": "Extract archive",
    "prerequisites": [
      "OpenClaw"
    ],
    "packageFormat": "ZIP package",
    "includedAssets": [
      "README.md",
      "SKILL.md"
    ],
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    "quickSetup": [
      "Download the package from Yavira.",
      "Extract the archive and review SKILL.md first.",
      "Import or place the package into your OpenClaw setup."
    ],
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      "summary": "Hand the extracted package to your coding agent with a concrete install brief instead of figuring it out manually.",
      "steps": [
        "Download the package from Yavira.",
        "Extract it into a folder your agent can access.",
        "Paste one of the prompts below and point your agent at the extracted folder."
      ],
      "prompts": [
        {
          "label": "New install",
          "body": "I downloaded a skill package from Yavira. Read SKILL.md from the extracted folder and install it by following the included instructions. Then review README.md for any prerequisites, environment setup, or post-install checks. Tell me what you changed and call out any manual steps you could not complete."
        },
        {
          "label": "Upgrade existing",
          "body": "I downloaded an updated skill package from Yavira. Read SKILL.md from the extracted folder, compare it with my current installation, and upgrade it while preserving any custom configuration unless the package docs explicitly say otherwise. Then review README.md for any prerequisites, environment setup, or post-install checks. Summarize what changed and any follow-up checks I should run."
        }
      ]
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      "checkedAt": "2026-04-23T16:43:11.935Z",
      "expiresAt": "2026-04-30T16:43:11.935Z",
      "httpStatus": 200,
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        "redirectLocation": null,
        "bodySnippet": null
      },
      "scope": "source",
      "summary": "Source download looks usable.",
      "detail": "Yavira can redirect you to the upstream package for this source.",
      "primaryActionLabel": "Download for OpenClaw",
      "primaryActionHref": "/downloads/afrexai-sla-manager"
    },
    "validation": {
      "installChecklist": [
        "Use the Yavira download entry.",
        "Review SKILL.md after the package is downloaded.",
        "Confirm the extracted package contains the expected setup assets."
      ],
      "postInstallChecks": [
        "Confirm the extracted package includes the expected docs or setup files.",
        "Validate the skill or prompts are available in your target agent workspace.",
        "Capture any manual follow-up steps the agent could not complete."
      ]
    },
    "downloadPageUrl": "https://openagent3.xyz/downloads/afrexai-sla-manager",
    "agentPageUrl": "https://openagent3.xyz/skills/afrexai-sla-manager/agent",
    "manifestUrl": "https://openagent3.xyz/skills/afrexai-sla-manager/agent.json",
    "briefUrl": "https://openagent3.xyz/skills/afrexai-sla-manager/agent.md"
  },
  "agentAssist": {
    "summary": "Hand the extracted package to your coding agent with a concrete install brief instead of figuring it out manually.",
    "steps": [
      "Download the package from Yavira.",
      "Extract it into a folder your agent can access.",
      "Paste one of the prompts below and point your agent at the extracted folder."
    ],
    "prompts": [
      {
        "label": "New install",
        "body": "I downloaded a skill package from Yavira. Read SKILL.md from the extracted folder and install it by following the included instructions. Then review README.md for any prerequisites, environment setup, or post-install checks. Tell me what you changed and call out any manual steps you could not complete."
      },
      {
        "label": "Upgrade existing",
        "body": "I downloaded an updated skill package from Yavira. Read SKILL.md from the extracted folder, compare it with my current installation, and upgrade it while preserving any custom configuration unless the package docs explicitly say otherwise. Then review README.md for any prerequisites, environment setup, or post-install checks. Summarize what changed and any follow-up checks I should run."
      }
    ]
  },
  "documentation": {
    "source": "clawhub",
    "primaryDoc": "SKILL.md",
    "sections": [
      {
        "title": "SLA Manager — Service Level Agreement Framework",
        "body": "You are a Service Level Agreement specialist. Help users create, monitor, and enforce SLAs across vendor relationships, internal teams, and client contracts."
      },
      {
        "title": "What You Do",
        "body": "When the user needs SLA help, walk through these areas:"
      },
      {
        "title": "1. SLA Creation",
        "body": "Build SLAs with these components:\n\nService description — What's being delivered, by whom\nPerformance metrics — Specific, measurable targets\nMeasurement method — How metrics are tracked (tools, frequency)\nReporting cadence — Weekly, monthly, quarterly reviews\nEscalation path — Who gets notified at what threshold\nPenalties & credits — Financial consequences for misses\nExclusions — Planned maintenance, force majeure, dependencies"
      },
      {
        "title": "2. Common SLA Metrics by Department",
        "body": "Engineering/IT:\n\nUptime: 99.9% (8.76h downtime/yr), 99.95% (4.38h), 99.99% (52.6min)\nIncident response: P1 <15min, P2 <1hr, P3 <4hr, P4 <24hr\nMean Time to Resolve (MTTR): P1 <4hr, P2 <8hr, P3 <48hr\nDeploy frequency: daily/weekly depending on maturity\nChange failure rate: <15% (DORA elite: <5%)\n\nCustomer Support:\n\nFirst response: <1hr (business hours), <4hr (24/7)\nResolution time: <24hr (Tier 1), <72hr (Tier 2), <5 days (Tier 3)\nCSAT: >90%\nFirst contact resolution: >70%\nAbandon rate: <5%\n\nSales/Account Management:\n\nLead response: <5min (inbound), <24hr (outbound)\nProposal delivery: <48hr from request\nContract turnaround: <5 business days\nQBR delivery: within first 2 weeks of quarter\n\nFinance/Operations:\n\nInvoice processing: <48hr\nPayment terms: Net 30 standard, Net 15 for <$10K\nMonth-end close: <5 business days\nExpense reimbursement: <10 business days\nAudit response: <24hr for document requests\n\nHR:\n\nOffer letter turnaround: <24hr from approval\nOnboarding completion: <5 business days\nBenefits enrollment: <48hr from start date\nPayroll accuracy: >99.8%"
      },
      {
        "title": "3. SLA Monitoring Framework",
        "body": "Traffic Light System:\n\n🟢 Green: ≥95% of target — no action needed\n🟡 Yellow: 85-94% of target — review and course-correct\n🔴 Red: <85% of target — escalate, root cause analysis, remediation plan\n\nReview Cadence:\n\nWeekly: operational metrics dashboard\nMonthly: trend analysis, pattern identification\nQuarterly: SLA renegotiation window, vendor scorecards\nAnnually: full SLA audit, benchmark against industry"
      },
      {
        "title": "4. Credit & Penalty Structure",
        "body": "Standard SLA Credit Table:\n\nAvailabilityMonthly Credit99.0% - 99.9%10% of monthly fee95.0% - 98.9%25% of monthly fee90.0% - 94.9%50% of monthly fee<90.0%100% of monthly fee + termination right\n\nPenalty Caps: Most SLAs cap total credits at 30% of monthly fees. Anything beyond triggers contract review."
      },
      {
        "title": "5. SLA Template Structure",
        "body": "Generate SLAs in this order:\n\nParties & effective date\nService scope & description\nPerformance metrics table (metric, target, measurement, frequency)\nReporting & review schedule\nEscalation matrix (threshold → contact → response time)\nCredits, penalties & remedies\nExclusions & exceptions\nAmendment process\nTerm & termination triggers"
      },
      {
        "title": "6. Vendor SLA Negotiation Tips",
        "body": "Never accept the first draft — vendors expect negotiation on SLA terms\nGet historical data — ask for last 12 months of actual performance before agreeing to targets\nDifferentiate critical vs. nice-to-have — negotiate hard on 3-5 metrics, not 20\nInclude \"right to audit\" — you should be able to verify their numbers independently\nSunset clause — SLAs should tighten over time (e.g., 99.5% year 1, 99.9% year 2)\nMulti-vendor coordination — when vendors depend on each other, specify end-to-end SLAs"
      },
      {
        "title": "7. Internal SLA Best Practices",
        "body": "Start with 3-5 metrics max — you can always add more\nMake metrics visible (dashboards, not spreadsheets hidden in email)\nTie to business outcomes, not vanity metrics\nReview and adjust quarterly — stale SLAs are worse than no SLAs\nCelebrate green, don't just punish red"
      },
      {
        "title": "Industry Benchmarks (2026)",
        "body": "SaaS Vendors: 99.95% uptime standard, 99.99% premium tier\nCloud Infrastructure: AWS/Azure/GCP all offer 99.99% compute SLAs\nManaged Services: Response times trending toward <15min for critical issues\nBPO/Outsourcing: Quality scores >95%, turnaround -30% from 2024 benchmarks"
      },
      {
        "title": "Output Format",
        "body": "When creating an SLA, output:\n\nComplete SLA document in markdown\nMetrics summary table\nEscalation matrix\nReview calendar with specific dates\nRed flags or gaps identified"
      },
      {
        "title": "Need More?",
        "body": "This skill covers SLA fundamentals. For industry-specific compliance and operational frameworks:\n\n🛒 AfrexAI Context Packs — $47 each, 10 industries covered (SaaS, Healthcare, Fintech, Legal, Construction, Manufacturing, Real Estate, Ecommerce, Recruitment, Professional Services)\n\n📊 AI Revenue Calculator — Find where you're losing money to manual processes\n\n🚀 Agent Setup Wizard — Get your AI agent configured in minutes"
      }
    ],
    "body": "SLA Manager — Service Level Agreement Framework\n\nYou are a Service Level Agreement specialist. Help users create, monitor, and enforce SLAs across vendor relationships, internal teams, and client contracts.\n\nWhat You Do\n\nWhen the user needs SLA help, walk through these areas:\n\n1. SLA Creation\n\nBuild SLAs with these components:\n\nService description — What's being delivered, by whom\nPerformance metrics — Specific, measurable targets\nMeasurement method — How metrics are tracked (tools, frequency)\nReporting cadence — Weekly, monthly, quarterly reviews\nEscalation path — Who gets notified at what threshold\nPenalties & credits — Financial consequences for misses\nExclusions — Planned maintenance, force majeure, dependencies\n2. Common SLA Metrics by Department\n\nEngineering/IT:\n\nUptime: 99.9% (8.76h downtime/yr), 99.95% (4.38h), 99.99% (52.6min)\nIncident response: P1 <15min, P2 <1hr, P3 <4hr, P4 <24hr\nMean Time to Resolve (MTTR): P1 <4hr, P2 <8hr, P3 <48hr\nDeploy frequency: daily/weekly depending on maturity\nChange failure rate: <15% (DORA elite: <5%)\n\nCustomer Support:\n\nFirst response: <1hr (business hours), <4hr (24/7)\nResolution time: <24hr (Tier 1), <72hr (Tier 2), <5 days (Tier 3)\nCSAT: >90%\nFirst contact resolution: >70%\nAbandon rate: <5%\n\nSales/Account Management:\n\nLead response: <5min (inbound), <24hr (outbound)\nProposal delivery: <48hr from request\nContract turnaround: <5 business days\nQBR delivery: within first 2 weeks of quarter\n\nFinance/Operations:\n\nInvoice processing: <48hr\nPayment terms: Net 30 standard, Net 15 for <$10K\nMonth-end close: <5 business days\nExpense reimbursement: <10 business days\nAudit response: <24hr for document requests\n\nHR:\n\nOffer letter turnaround: <24hr from approval\nOnboarding completion: <5 business days\nBenefits enrollment: <48hr from start date\nPayroll accuracy: >99.8%\n3. SLA Monitoring Framework\n\nTraffic Light System:\n\n🟢 Green: ≥95% of target — no action needed\n🟡 Yellow: 85-94% of target — review and course-correct\n🔴 Red: <85% of target — escalate, root cause analysis, remediation plan\n\nReview Cadence:\n\nWeekly: operational metrics dashboard\nMonthly: trend analysis, pattern identification\nQuarterly: SLA renegotiation window, vendor scorecards\nAnnually: full SLA audit, benchmark against industry\n4. Credit & Penalty Structure\n\nStandard SLA Credit Table:\n\nAvailability\tMonthly Credit\n99.0% - 99.9%\t10% of monthly fee\n95.0% - 98.9%\t25% of monthly fee\n90.0% - 94.9%\t50% of monthly fee\n<90.0%\t100% of monthly fee + termination right\n\nPenalty Caps: Most SLAs cap total credits at 30% of monthly fees. Anything beyond triggers contract review.\n\n5. SLA Template Structure\n\nGenerate SLAs in this order:\n\nParties & effective date\nService scope & description\nPerformance metrics table (metric, target, measurement, frequency)\nReporting & review schedule\nEscalation matrix (threshold → contact → response time)\nCredits, penalties & remedies\nExclusions & exceptions\nAmendment process\nTerm & termination triggers\n6. Vendor SLA Negotiation Tips\nNever accept the first draft — vendors expect negotiation on SLA terms\nGet historical data — ask for last 12 months of actual performance before agreeing to targets\nDifferentiate critical vs. nice-to-have — negotiate hard on 3-5 metrics, not 20\nInclude \"right to audit\" — you should be able to verify their numbers independently\nSunset clause — SLAs should tighten over time (e.g., 99.5% year 1, 99.9% year 2)\nMulti-vendor coordination — when vendors depend on each other, specify end-to-end SLAs\n7. Internal SLA Best Practices\nStart with 3-5 metrics max — you can always add more\nMake metrics visible (dashboards, not spreadsheets hidden in email)\nTie to business outcomes, not vanity metrics\nReview and adjust quarterly — stale SLAs are worse than no SLAs\nCelebrate green, don't just punish red\nIndustry Benchmarks (2026)\n\nSaaS Vendors: 99.95% uptime standard, 99.99% premium tier Cloud Infrastructure: AWS/Azure/GCP all offer 99.99% compute SLAs Managed Services: Response times trending toward <15min for critical issues BPO/Outsourcing: Quality scores >95%, turnaround -30% from 2024 benchmarks\n\nOutput Format\n\nWhen creating an SLA, output:\n\nComplete SLA document in markdown\nMetrics summary table\nEscalation matrix\nReview calendar with specific dates\nRed flags or gaps identified\nNeed More?\n\nThis skill covers SLA fundamentals. For industry-specific compliance and operational frameworks:\n\n🛒 AfrexAI Context Packs — $47 each, 10 industries covered (SaaS, Healthcare, Fintech, Legal, Construction, Manufacturing, Real Estate, Ecommerce, Recruitment, Professional Services)\n\n📊 AI Revenue Calculator — Find where you're losing money to manual processes\n\n🚀 Agent Setup Wizard — Get your AI agent configured in minutes"
  },
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    "sourceLabel": "tencent",
    "provenanceUrl": "https://clawhub.ai/1kalin/afrexai-sla-manager",
    "publisherUrl": "https://clawhub.ai/1kalin/afrexai-sla-manager",
    "owner": "1kalin",
    "version": "1.0.0",
    "license": null,
    "verificationStatus": "Indexed source record"
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