Service Level Agreement (SLA) Development & Governance Prompt

We're defining SLAs with our BPO vendor for [PASTE: process]] and need to ensure they drive the right behaviors. Create an SLA framework.

Include: (1) Key performance metrics – what matters most? Speed, accuracy, cost, availability? (2) Metric definitions – how do we measure each? (3) Target levels – what's realistic? Industry benchmark? (4) Penalties & incentives – what happens if vendor misses targets? Bonus if exceeds? (5) Reporting & governance – how frequently do we review? Escalation? (6) Continuous improvement – how do we hold vendor accountable?

Include sample SLA template and performance dashboard. Make metrics objective.