{"slug":"sla-breach-response","source_name":"sla-breach-response","name":"SLA breach response","description":"Writes the support reply when a customer reports that the company missed its own service-level commitment — uptime, availability, or support response time: confirm the miss against internal data, concede it plainly, deliver the remedy the customer's agreement actually defines (typically service credits) with a concrete claim path, and hold the lines support must not cross — no invented compensation or credit figures, no fabricated incident facts, no absolute never-again promises. Use when a ticket, email, or escalation cites an SLA figure, a contract clause, or a missed commitment and asks what the company will do about it. Do NOT use for status-page updates while an incident is live, drafting or negotiating SLA terms for a contract, internal uptime or SLA-performance reporting, or ordinary bug reports that raise no service-commitment claim.","version":1,"lift":{"pass_rate_delta_pts":77.27,"pass_rate_pct":90.9,"total_cases":22,"passed_cases":20,"tokens_delta_pct":63.4,"turns_delta_pct":0,"verdict":"mixed","benchmark_model":"gemini-3.6-flash","grading_method":"judged","completed_at":"2026-08-06T23:07:18.631570+00:00"},"skill_score":0.9091,"benchmark_models":[{"model":"gemini-3.6-flash","headline":true,"delta_pts":77.27,"with_pass_pct":90.9,"without_pass_pct":13.6,"tokens_delta_pct":63.4,"turns_delta_pct":0,"total_cases":22,"cases_aggregated":22,"verdict":"mixed","never_hurt":true,"completed_at":"2026-08-06T23:07:18.631570+00:00","run_id":"4812b70c-6faa-4502-8614-f6af242a7bb3","version_number":1,"is_latest_version":true,"gate":null}],"trust":{"skill_safety":"passed","safety_status":"clean","intent_verdict":"safe","content_status":"clean","indexable":true},"license":null,"install_count":0,"manifest_hash":"97f86c1298ca857b83f7ea5456f6c6721493ec37711d6be8b09b20a793694f52","raw_url":"https://app.decimal.ai/s/sla-breach-response/SKILL.md","scorecard_url":"https://app.decimal.ai/skills/sla-breach-response"}