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Agent skill

Service Level Management

by cbrock84 in cbrock84/headcount

Defines and manages service levels — setting targets that reflect what customers need, measuring honestly, and handling breaches.

MITAuto-check passed

Install Service Level Management

skills CLI
$ npx skills add cbrock84/headcount --skill service-level-management -a claude-code

Project install by default; add -g for ~/.claude/skills/.

GitHub CLI
$ gh skill install cbrock84/headcount service-level-management --agent claude-code

Project scope by default; add --scope user for a personal install. Needs GitHub CLI 2.90.0 or later (public preview).

Manual copy
$ git clone --depth 1 https://github.com/cbrock84/headcount.git skills-src && mkdir -p .claude/skills && cp -r skills-src/plugins/operations/skills/service-level-management .claude/skills/service-level-management && rm -rf skills-src

Use ~/.claude/skills/ instead of .claude/skills for a personal install. The folder must contain SKILL.md.

Claude Code skills documentation · loads skills from .claude/skills/

Facts

Skill name
service-level-management
GitHub stars
2k
Token cost
~831 tokens
SKILL.md length
460 words
Files
2 (incl. references)
Skills in repo
178
Repo updated
First seen
Licence
MIT

At a glance

Defines and manages service levels — setting targets that reflect what customers need, measuring honestly, and handling breaches.

  • SKILL.md covers Measure what the customer feels, Set targets you would fund, Write them so both sides can… and When you breach, plus 2 more sections
  • Instructions only: no scripts, shell commands, URLs or credentials in SKILL.md

What it does

Service Level Management is an agent skill from cbrock84/headcount. Defines and manages service levels — setting targets that reflect what customers need, measuring honestly, and handling breaches. Use this to write or negotiate an SLA, decide what to measure and at what threshold, respond to a missed service level, or work out why a service that meets its targets still has unhappy customers.

Its SKILL.md is about 830 tokens, which your agent loads only when the skill is triggered. The skill folder holds 2 other files, including reference files (for example `references/sources.md`).

The repository describes itself as: An agent organization structured as a company — 15+ departments, 125+ skills, each independently installable, citing the standards and regulators that settle the question. Runs… The licence is MIT.

Example prompts

  • “Use the service-level-management skill to define and manages service levels — setting targets that reflect what customers need, measuring honestly…”
  • “/service-level-management”

What it can do on your machine

Read from SKILL.md and the folder at commit 98d1c17. It shows what the files ask for, not the result of running them.

  • Tool permissions

    Pre-approves nothing: there is no allowed-tools line, so your agent's usual permission prompts apply.

    From allowed-tools in the SKILL.md frontmatter.

  • Runs code

    No scripts in the folder and no shell commands in SKILL.md.

    From the folder's file list and the shell code blocks in SKILL.md.

  • Network

    No URLs in SKILL.md.

    From URLs in SKILL.md, links to its own repository left out.

  • Credentials

    Names no API keys, tokens, secrets or passwords.

    From names ending in _API_KEY, _TOKEN, _SECRET, _KEY or _PASSWORD in SKILL.md.

Context cost

Service Level Management loads about 831 tokens when it runs, and up to ~1.1k if it reads all its reference files. Until then it costs about 88 tokens; SKILL.md has 460 words of instructions outside code blocks.

Always · name and description, kept in context so the agent knows when to use it
~88
When it runs · the whole SKILL.md, loaded when a task matches
~831
With references · SKILL.md plus every file in references/, read only if the agent opens them
~1.1k

Estimates: characters ÷ 4, the usual rule of thumb; real counts depend on the model's tokenizer. Scripts and assets cost tokens only if the agent reads them.

Safety

Auto-check passed

The automated check found no risky patterns in SKILL.md.

Automated static check — not a guarantee. Review scripts before installing. It scans the text of SKILL.md for risky patterns (piping downloads into a shell, reading credential files, hidden Unicode, destructive commands); files beside SKILL.md are not scanned.

SKILL.md

The full file from cbrock84/headcount at commit 98d1c17, republished under its MIT licence (© cbrock84). 460 words, ~831 tokens.

Download SKILL.mdSave it as .claude/skills/service-level-management/SKILL.md (or your agent's skills folder). This skill also uses 1 other file; get the full folder from GitHub.
name
service-level-management
description
Defines and manages service levels — setting targets that reflect what customers need, measuring honestly, and handling breaches. Use this to write or negotiate an SLA, decide what to measure and at what threshold, respond to a missed service level, or work out why a service that meets its targets still has unhappy customers.

Service level management

A service level is a promise with a number attached. The number is the easy part; choosing what to measure is where these go wrong.

Measure what the customer feels

The characteristic failure is a service meeting every target while customers are angry. It happens when the measure is chosen for availability of data rather than relevance:

  • Uptime that excludes degraded operation. Technically up and unusably slow is down.
  • Response time instead of resolution time. An instant acknowledgment that resolves nothing measures the autoresponder.
  • Averages instead of percentiles. A mean hides the tail, and the tail is who complains. Commit at p95 or p99, not the mean.
  • Measurement from inside your own perimeter, which excludes the part of the path the customer actually traverses.

Set targets you would fund

A target is a spending decision. Each added nine costs disproportionately more than the last, so the question is never "what would be good?" but "what is the gap worth to the customer, and does it exceed what closing it costs?"

Set the internal objective tighter than the external commitment. The gap between them is your warning margin; without it, the first thing you learn about a breach is the breach.

Write them so both sides can tell

An unmeasurable clause is a future dispute. Every service level needs: what is measured, where it is measured from, how it is calculated, what is excluded, over what window, and what happens when it is missed.

Exclusions are the substance — planned maintenance, force majeure, customer-caused failures, dependencies outside your control. Vague exclusions get read narrowly when it matters. For anything with contractual teeth, legal-risk:contract-review owns the remedy language; this skill owns whether the number is achievable.

Show full SKILL.md (174 more words)Show less

When you breach

Say so before the customer does. A breach reported by the provider with a cause and a fix costs far less trust than one the customer discovers and raises.

Then separate the incident from the pattern. One breach is an incident, handled by customer-experience:escalation-management. Repeated breaches of the same target mean the target was never fundable — renegotiate it honestly rather than continuing to miss it.

Sources

references/sources.md in this skill lists the outside authorities that settle the questions here — what each one is authoritative for, and what you may do with it. Check them before answering on anything they cover, and cite what you used. Most are free to read and not free to reproduce; the use note on each is binding.

Never

  • Commit to a level you have not measured yourself achieving for a sustained period.
  • Report availability on a mean when the customer experiences the tail.
  • Agree an SLA whose exclusions are undefined.
  • Let a target stand that you have missed repeatedly without either funding it or renegotiating it.

© cbrock84, MIT. Rendered from Markdown: HTML in the file is shown as text, images as links, and headings moved down two levels. Raw file

Files

SKILL.md and 1 other file (references) in plugins/operations/skills/service-level-management of cbrock84/headcount.

  • SKILL.md
  • references/sources.md

Open the folder on GitHubat commit 98d1c17

Compare with similar skills

Service Level Management next to the 5 skills that share the most tags, products or categories with it. Stars are the repository's; “used in” counts other GitHub owners with a copy.

Service Level Management compared with similar skills
SkillStarsUsed inTokensAuto-checkLicenceRepo updated
Service Level Management this skillcbrock84/headcount2k—~831Automated safety check: PassMIT
Manage Settingsasgeirtj/system_prompts_leaks69k—~3.1kAutomated safety check: PassCC0-1.0
Reflectalirezarezvani/claude-skills28k1 repos~2.4kAutomated safety check: PassMIT
Config Settings ManagementMesh-LLM/mesh-llm3.5k—~1.4kAutomated safety check: PassApache-2.0
Project Settings ManagerDonchitos/Claude-Code-Game-Studios26k—~5kAutomated safety check: NotesMIT
Jetson Set TargetNVIDIA/skills3.6k—~1.7kAutomated safety check: PassApache-2.0

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Questions about Service Level Management

What does Service Level Management do?

Defines and manages service levels — setting targets that reflect what customers need, measuring honestly, and handling breaches. Service Level Management is an agent skill from cbrock84/headcount. Defines and manages service levels — setting targets that reflect what customers need, measuring honestly, and handling breaches.

How do I install Service Level Management in Claude Code?

Run `npx skills add cbrock84/headcount --skill service-level-management -a claude-code`. Or copy the skill folder (plugins/operations/skills/service-level-management in cbrock84/headcount) into .claude/skills/service-level-management in your project. Claude Code loads it when a task matches its description.

How do I install Service Level Management in Codex?

Run `npx skills add cbrock84/headcount --skill service-level-management -a codex`. Or copy the skill folder (plugins/operations/skills/service-level-management in cbrock84/headcount) into .agents/skills/service-level-management in your project. Codex loads it when a task matches its description.

Can I use Service Level Management in Cursor, Gemini CLI or GitHub Copilot?

Cursor, Gemini CLI, GitHub Copilot and OpenCode also load SKILL.md folders. With the skills CLI, run `npx skills add cbrock84/headcount --skill service-level-management -a cursor` (or -a gemini-cli, github-copilot or opencode for the others). To copy it by hand, put the folder in .cursor/skills/service-level-management, .gemini/skills/service-level-management, .github/skills/service-level-management and .opencode/skills/service-level-management in your project.

What does Service Level Management need to run?

SKILL.md names no scripts, command-line tools or credentials: Service Level Management is instructions for the agent only.

Does Service Level Management access the network?

SKILL.md contains no URLs. Any network use would come from the scripts or tools the agent runs. This is read from the text; nothing was executed.

Is Service Level Management safe to install?

Our automated static check of SKILL.md found no risky patterns, such as piping downloads into a shell, reading credential files or hidden Unicode. It is not a guarantee. Review the folder before installing.

What licence does Service Level Management use?

Service Level Management is published under the MIT licence (the repository's licence). It allows redistribution, so the full SKILL.md is shown on this page.

How many tokens does Service Level Management use?

About 831 tokens (SKILL.md is roughly 3.3k characters). Agents keep only the skill's name and description in context until a task matches; then they load SKILL.md in full. Its references folder adds about 248 tokens, read only when the agent opens those files.

What are the alternatives to Service Level Management?

Skills that share tags, products or a category with Service Level Management: Manage Settings (asgeirtj/system_prompts_leaks, 69k stars), Reflect (alirezarezvani/claude-skills, 28k stars), Config Settings Management (Mesh-LLM/mesh-llm, 3.5k stars) and Project Settings Manager (Donchitos/Claude-Code-Game-Studios, 26k stars). The comparison table on this page puts their stars, adoption, token cost, safety result and licence side by side.

Who maintains Service Level Management?

cbrock84 (a GitHub user) maintains it in cbrock84/headcount, which has 2,022 GitHub stars. The repository holds 178 skills in this directory. The repository was last updated on September 17, 2026.

Source: cbrock84/headcount on GitHub. Facts on this page come from the repository at the commit we read; the author's words are quoted as theirs.