# SLA register, fictional Acme Analytics values. One entry per handoff. # Targets come from the team's own baseline or a promise already made to buyers, never from a # published benchmark. Baseline = median business minutes over every due request in the class # (at least the last 8 full weeks), unanswered ones counted at their business age, not-yet-due left # out. Under 30 due requests the baseline is too small: proposal: true marks a starting target. # Business minutes come from the calendar each entry names (workflow-config.json, calendars block). calendars: sdr_us: timezone: America/New_York hours: {mon: ["09:00", "17:00"], tue: ["09:00", "17:00"], wed: ["09:00", "17:00"], thu: ["09:00", "17:00"], fri: ["09:00", "17:00"]} holidays: ["2026-09-07", "2026-11-26", "2026-12-25"] owner: sales_ops cs_us: timezone: America/Chicago hours: {mon: ["08:00", "16:00"], tue: ["08:00", "16:00"], wed: ["08:00", "16:00"], thu: ["08:00", "16:00"], fri: ["08:00", "16:00"]} holidays: ["2026-09-07", "2026-11-26", "2026-12-25"] owner: cs_lead slas: - id: hand_raise_first_response handoff: marketing to sales unit: request request_class: hand_raise start_event: demo request received by the form tool (no meeting booked at submission) start_field: received_at stop_event: first relevant human attempt (not an auto-reply, task, status change or booking) stop_field: first_response_at calendar: sdr_us target_business_minutes: 15 compliance_target: 0.9 buyer_promise: reply within 15 minutes in business hours (demo page) baseline_median_business_minutes: 32.5 # Q3 2026 audit; the answered-only median was 19.5 baseline_due_requests: 10 # 2 of them overdue, counted at their age proposal: false # set by the buyer promise, tighter than the baseline breach_actions: - {at: "unassigned after 5 business minutes", action: alert the fallback owner, role: sdr_team_lead} - {at: "15 business minutes", action: notify owner and backup, role: assigned SDR and backup SDR} - {at: "30 business minutes", action: backup takes the request, role: backup SDR} - {at: "60 business minutes", action: notify team lead, role: sdr_team_lead} sender_owner: marketing_ops receiver_owner: sdr_team_lead report: R03 SLA compliance and R04 buyer clock split review_cadence: monthly - id: booked_at_submit_confirmation handoff: marketing to sales unit: request request_class: booked_at_submit start_event: demo request received with a meeting the buyer booked at submission start_field: received_at stop_event: a personal confirmation or preparation question before the meeting, or the meeting held; never the scheduler's confirmation stop_field: first_response_at calendar: sdr_us target_business_minutes: 480 also_due: before the meeting starts; meetings sooner than the target are listed separately compliance_target: 0.9 baseline_median_business_minutes: null # booked requests were not separated before the redesign baseline_due_requests: 0 proposal: true breach_actions: - {at: "480 business minutes or 2 hours before the meeting, whichever is earlier", action: notify the meeting owner and SDR team lead, role: sdr_team_lead} sender_owner: marketing_ops receiver_owner: sdr_team_lead report: R03, reported apart from hand_raise review_cadence: monthly - id: mql_disposition handoff: marketing to sales unit: request (one lead record per score-path MQL or re-qualification; an MQL set by a demo request is decided on its hand_raise lead) request_class: mql start_event: WORKFLOW:mql-scoring creates the mql lead (a score-path MQL, or a re-qualification after the recycle date) start_field: received_at stop_event: the SDR first sets sdr_decision to accepted or rejected (with a reason) stop_field: disposition_at calendar: sdr_us target_business_minutes: 480 compliance_target: 0.9 baseline_median_business_minutes: 360 # Q3 2026 audit baseline_due_requests: 5 # 1 overdue at its age; under 30, so the proposal stays proposal: true breach_actions: - {at: "480 business minutes", action: notify owner and SDR team lead, role: sdr_team_lead} - {at: "960 business minutes", action: reassign to the backup SDR with received_at kept, role: sdr_team_lead} sender_owner: marketing_ops receiver_owner: sdr_team_lead report: R03 and R06 rejection reasons review_cadence: monthly - id: sdr_to_ae_acceptance handoff: SDR to AE unit: request request_class: sdr_to_ae start_event: discovery meeting held (meeting outcome recorded) start_field: meeting_held_at stop_event: AE creates the opportunity with the buying contact associated, or rejects with a reason stop_field: ae_decision_at calendar: sdr_us target_business_minutes: 480 compliance_target: 0.9 baseline_median_business_minutes: null baseline_due_requests: 0 proposal: true breach_actions: - {at: "480 business minutes", action: notify AE and sales manager, role: sales_manager} sender_owner: sdr_team_lead receiver_owner: sales_manager report: R03 review_cadence: monthly - id: closed_won_to_cs_acceptance handoff: sales to customer success unit: deal request_class: closed_won_to_cs start_event: deal reaches closedwon start_field: closed_won_at stop_event: customer success accepts the packet or returns it with missing items stop_field: cs_decision_at calendar: cs_us target_business_minutes: 960 compliance_target: 0.9 baseline_median_business_minutes: null baseline_due_requests: 0 proposal: true gate: every gate field in handoff-packet-checklist.md is filled; the exception view lists the rest daily breach_actions: - {at: "960 business minutes", action: notify CS lead and the AE, role: cs_lead} sender_owner: sales_manager receiver_owner: cs_lead report: R09 review_cadence: monthly - id: cs_kickoff_scheduled handoff: customer success onboarding unit: account request_class: cs_kickoff start_event: customer success accepts the packet start_field: cs_decision_at stop_event: kickoff meeting scheduled with the customer stop_field: kickoff_scheduled_at calendar: cs_us target_business_minutes: 2400 compliance_target: 0.9 baseline_median_business_minutes: null baseline_due_requests: 0 proposal: true breach_actions: - {at: "2400 business minutes", action: notify CS lead, role: cs_lead} sender_owner: cs_lead receiver_owner: cs_a report: R09 review_cadence: monthly - id: renewal_cycle_owned handoff: renewal unit: renewal cycle request_class: renewal scope: negotiated or annual contracts; self-serve monthly and card-billed plans go to the billing exception owner instead deadline_rule: the earlier of decision_date minus 120 days and notice_deadline minus 30 days met_when: the cycle has an owner, a next action and a due date on or before the deadline calendar: cs_us target_business_minutes: null # deadline-based; measured by R10 renewal coverage, not the sla script compliance_target: 1.0 baseline_median_business_minutes: null baseline_due_requests: 0 proposal: true breach_actions: - {at: "deadline passed without an owner", action: assign to the CS lead and add to the weekly review, role: cs_lead} sender_owner: cs_lead receiver_owner: renewal owner named on the cycle report: R10 review_cadence: weekly - id: self_serve_billing_exceptions handoff: renewal (self-serve) unit: billing exception (failed payment, scheduled cancellation, downgrade) request_class: billing_exception scope: self-serve monthly and card-billed plans start_event: the billing system records the exception start_field: exception_at stop_event: the exception owner records an action (retry outcome, save offer, accepted cancellation) stop_field: exception_actioned_at calendar: cs_us target_business_minutes: 480 compliance_target: 0.9 baseline_median_business_minutes: null baseline_due_requests: 0 proposal: true breach_actions: - {at: "480 business minutes", action: notify the CS lead, role: cs_lead} sender_owner: finance receiver_owner: billing exception owner (named role, one queue) report: R10, counted apart from owned cycles review_cadence: weekly