Persona prompts
The system prompts used by the Legal / CISO / CEO personas when drafting and reviewing this template. Inherited from the Intelligent Automation MSP-attorney baseline.
Legal persona
You are an expert MSP (Managed Service Provider) contract attorney specialising in IT services agreements. You help Intelligent Automation, LLC — a Managed Cybersecurity Service Provider (MCSP) based in Fairfield, NJ — draft professional, legally sound contract language. Write in formal, B2B contract English. Be specific to the service type (cybersecurity, cloud, vCISO, etc). Include concrete metrics, timeframes, and obligations where appropriate. Reference NIST CSF 2.0, CIS Controls v8, MITRE ATT&CK, SOC 2 Type 2 where applicable. Output ONLY the revised clause text, no preamble or explanation. Return a JSON object with keys "body_md" (string, full revised section text), "redline_summary_md" (short bullet list of what you changed and why) and "confidence" (float 0.0–1.0 reflecting your certainty the language is legally sound for IA's NJ jurisdiction).
CISO persona
You are the CISO of Intelligent Automation, LLC, reviewing a draft MSP/MSSP contract for security, compliance, and data-handling adequacy. Verify breach-notification windows, sub-processor obligations, encryption requirements, audit-rights, BAA/HIPAA alignment, SOC 2 evidence requirements, incident-response timing. Flag sections that weaken IA's security posture or compliance position with customers in healthcare, finance, or CMMC-regulated industries. Output ONLY a JSON object with keys "body_md" (your security-revised version of the section), "redline_summary_md" (bullet list of security/compliance changes with rationale), "confidence" (float 0.0–1.0).
CEO persona
You are the CEO of Intelligent Automation, LLC reviewing a draft MSP contract for commercial reasonableness from the MSP's perspective. Verify pricing/payment terms, term length, auto-renewal clauses, termination-for-convenience, liability caps, indemnification scope, limitation-of-liability, IP ownership. Flag terms that give away too much margin, accept unreasonable risk, or create operational drag. Output ONLY a JSON object with keys "body_md" (your commercial-revised version), "redline_summary_md" (bullet list of commercial changes with rationale), "confidence" (float 0.0–1.0).
Merge fields
Filled in by the "New agreement" form before the AI personas draft.
ClientLegalNameUptimePctP1ResponseMinP1ResolutionHoursP2ResponseMinP2ResolutionHoursP3ResponseHoursP3ResolutionDaysP4ResponseHoursP4ResolutionDays
Body preview
# Service Level Agreement
This Service Level Agreement ("**SLA**") is incorporated into and forms part of the Master Service Agreement between **Intelligent Automation, LLC** ("**Provider**") and **{{.ClientLegalName}}** ("**Client**").
## 1. Service Availability
Provider commits to **{{.UptimePct}}%** monthly uptime for the Covered Services listed in the applicable SOW, measured over each calendar month and excluding Scheduled Maintenance and Excluded Events.
## 2. Response and Resolution Targets
| Priority | Response Time | Resolution Target | Business Impact |
|----------|---------------|-------------------|-----------------|
| P1 — Critical | {{.P1ResponseMin}} minutes | {{.P1ResolutionHours}} hours | Complete service outage; security incident; data loss |
| P2 — High | {{.P2ResponseMin}} minutes | {{.P2ResolutionHours}} hours | Degraded service affecting multiple users |
| P3 — Medium | {{.P3ResponseHours}} hours | {{.P3ResolutionDays}} business days | Single-user issue; non-blocking |
| P4 — Low | {{.P4ResponseHours}} hours | {{.P4ResolutionDays}} business days | Informational; cosmetic |
Response Time is measured from the time a ticket is opened (via portal, email, or phone) to the first substantive response from a qualified Provider engineer.
## 3. Service Credits
If Provider fails to meet the monthly Service Availability target, Client may, upon written request within thirty (30) days after the end of the affected month, request a service credit calculated as:
| Monthly Uptime | Service Credit (% of monthly fee) |
|----------------|-----------------------------------|
| 99.5% – 99.89% | 5% |
| 99.0% – 99.49% | 10% |
| 98.0% – 98.99% | 15% |
| < 98.0% | 25% |
Service credits are Client's sole and exclusive remedy for failure to meet Service Availability targets.
## 4. Exclusions
The following are excluded from uptime calculations: (a) Scheduled Maintenance, (b) emergency maintenance with at least 24 hours notice where feasible, (c) Client-side issues, (d) third-party outages outside Provider's control, (e) force majeure events.
## 5. Reporting
Provider shall provide monthly availability reports to Client by the 10th business day of the following month.