Holacracy Community of Practice Archive, 2015-2019 Community Holacracy Web Site


Back to your question on the first place and to add on the answers you received

1) SLA (Service Level Agreement) - Is it possible to add a SLA on a role? E.g. a role has to reply e-mails within 24 hours from the receipt. It´s not that we want to put SLA on every role, but we have some SLAs with our clients, and we have to honor that. How to do this?

You may use accountability for setting expectations like :

"Reporting gross revenue for licensed services delivered in any given month by the 15th of the following month"

Or "Replying client inquiries within 24 hours"

An accountability is defined in the Constitution as "... ongoing activities of the Org. that the Role will enact" Art. 1.1 - you may add constraints on the ongoing activity.