Draft a service level agreement between two internal teams

Draft an internal service level agreement between {{provider_team}}, who provide the service, and {{customer_team}}, who use it, for both team leads to review and sign, so everyone knows what to expect from {{service}} and what to do when it goes wrong.

What has been agreed or proposed so far:
"""
{{agreed_points}}
"""

Current performance, if measured (volumes, response and completion times):
"""
{{current_performance}}
"""

Hours the service runs: {{service_hours}}
Known pain points on both sides: {{pain_points}}

Use these headings:
1. Service covered: what is included and what is not.
2. How to make a request: the channel and the information every request must include.
3. Priorities: a table with the columns Priority, Definition with an example, Response time, Target completion time.
4. Responsibilities of each team, including what the customer team must provide for the targets to apply.
5. Measures and reporting: what is measured, how, how often and who sees it.
6. Escalation: the steps and the roles involved when a target is missed.
7. Review: when the agreement is reviewed and how changes are agreed.

Keep it under {{word_limit}} words, in plain language both teams can follow without training. Every target needs a number and a unit, for example "Priority 2: response within 4 working hours, fixed within 2 working days". This example shows the form only.

Use only targets from the agreed points. Where a section needs a target or rule nobody has agreed, write [to agree] and, if current performance is given, add the range it suggests, rather than choosing one. If a proposed target is tighter than current performance shows the team achieves, flag it in a short note at the end, because a target missed from the first week undermines the whole agreement. Do not add charges or penalties between teams unless the agreed points include them.