Scope Definition and SLA Framework for Recurring Service Contracts

Create a scope and SLA definition framework for recurring contracts at [COMPANY NAME], which provides [SERVICE TYPE] with monthly contracts of $[AMOUNT] for [TARGET SEGMENT].

**1) Service Scope Template:**

- **Included in monthly scope:**
  - Detailed list of deliverables and activities
  - Quantity/limit for each deliverable (e.g., up to X hours, up to Y deliverables)
  - Acceptance criteria for each deliverable
  - Client responsibilities (what they must provide)

- **Explicitly excluded from scope:**
  - List of 10 common items that trigger scope creep
  - Pricing for each extra item (add-on fee schedule)
  - Approval process for out-of-scope items

- **Gray areas (how to handle):**
  - Email template: "This falls outside the scope, but we can include it for $[AMOUNT]"
  - Time bank for small extras (how to size it)
  - Good-faith clause for minor adjustments

**2) SLA Dashboard:**

| Metric | Level | Time | Consequence |
|--------|-------|------|-------------|
| [METRIC 1] | Critical / High / Medium / Low | [TIMEFRAME] | [CONSEQUENCE] |

- 6–8 SLAs relevant to [SERVICE TYPE]
- Measurement method for each SLA
- Penalties for non-compliance (reasonable and fair)
- Bonuses for exceeding targets (optional differentiator)

**3) Contract Governance:**
- Review meetings: frequency, agenda, participants
- Monthly report: metrics, deliverables, hours, incidents
- Escalation process (when operations cannot resolve)
- Quarterly scope review (adjust up or down)

**4) Protective Clauses:**
- Annual price adjustment (index + formula)
- Early termination fee
- Minimum commitment period
- Exit transition (structured handover)
- Intellectual property ownership

**5) Addendum Template:**
- For when client requests new items mid-contract
- Simplified format (1 page)
- Quick approval (digital signature)

Brazil context: account for labor regulations, service taxes, electronic service invoices, and the common practice of informal "favor" requests that expand scope.