SaaS Agent SLA Economics in Projection Skill

Overview

Standard SaaS projections treat SLA breach as a one-time risk event in Section 12. For agent businesses with measurable, breachable SLAs that drive material revenue exposure, SLA performance is an integrated projection driver, not a risk-page footnote.

The 3yr / 5yr plan must model:

1. SLA-credit accrual as a revenue-reduction line tied to credit ratio × revenue (per saas-agent-credit-reserve-methodology.md)
2. Refund accrual as a revenue-reduction line tied to refund ratio × revenue
3. SLA-tier mix evolution (bronze / silver / gold mix shifts over the projection horizon)
4. Cost-of-quality investment (engineering reliability investment expected to drive credit ratio down; eval-loop investment expected to drive refund ratio down)
5. SLA performance as leading indicator of churn (poor SLA → churn risk increase one quarter forward)
6. Reserve drawdown scenarios and their funding implications
7. Catastrophic SLA breach scenarios where credit accrual exceeds reserve and the cash impact is direct

A plan that does not model these lines is operationally blind to a material risk and a material lever.

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