✨ Automatic SLA Assignment

Good News! SLA is automatically assigned when you create a case.

# Create case → SLA auto-assigned based on priority
curl -X POST "/api/cases/" -d '{"title":"Issue","priority":"high","finding_ids":[]}'

📋 Default Policies

Priority Response Resolution Coverage
Critical 1h 4h 24/7
High 2h 8h 24/7
Medium 4h 24h Business hours
Low 8h 72h Business hours

🔧 Common Operations

Check SLA Status

GET /api/cases/{case_id}/sla

Assign/Override SLA

POST /api/cases/{case_id}/sla
{"sla_policy_id": "sla-vip-critical"}  # or {} for default

Pause SLA

POST /api/cases/{case_id}/sla/pause

Resume SLA

POST /api/cases/{case_id}/sla/resume

🎛️ Policy Management

List Policies

GET /api/sla-policies/
GET /api/sla-policies/?active_only=true
GET /api/sla-policies/?priority_level=high&default_only=true

Create Policy

POST /api/sla-policies/
{
  "policy_id": "sla-custom",
  "name": "Custom Policy",
  "priority_level": "high",
  "response_time_hours": 1.5,
  "resolution_time_hours": 6.0,
  "business_hours_only": false
}

Update Policy

PUT /api/sla-policies/{policy_id}
{"response_time_hours": 2.0}

Delete Policy

DELETE /api/sla-policies/{policy_id}
DELETE /api/sla-policies/{policy_id}?force=true  # Force delete

Set as Default

POST /api/sla-policies/{policy_id}/set-default

Get Usage Stats

GET /api/sla-policies/{policy_id}/usage

💻 Frontend (TypeScript)

Import

import { casesApi, slaPoliciesApi } from '@/services/api'

Check SLA

const sla = await casesApi.getSLA(caseId)
console.log(sla.data.health_status)  // healthy, warning, critical, breached

Assign SLA

await casesApi.assignSLA(caseId, { sla_policy_id: 'sla-vip-high' })

Pause/Resume

await casesApi.pauseSLA(caseId)
await casesApi.resumeSLA(caseId)

Manage Policies

// List
const policies = await slaPoliciesApi.getAll({ active_only: true })

// Create
await slaPoliciesApi.create({
  policy_id: 'sla-custom',
  name: 'Custom',
  priority_level: 'high',
  response_time_hours: 1,
  resolution_time_hours: 4
})

// Update
await slaPoliciesApi.update('sla-custom', { response_time_hours: 2 })

// Usage
const usage = await slaPoliciesApi.getUsage('sla-high-default')

Use Component

import CaseSLA from '@/components/cases/CaseSLA'

<CaseSLA caseId={caseId} />

🚦 Health Status

  • 🟢 healthy: < 75% elapsed
  • 🟡 warning: 75-89% elapsed
  • 🟠 critical: 90-99% elapsed
  • 🔴 breached: 100%+ elapsed

🧪 Testing

# Run test suite
python scripts/test_sla_assignment.py

# Test API
curl http://localhost:6987/api/sla-policies/

📚 Full Documentation

  • Usage Guide: docs/SLA_USAGE_GUIDE.md
  • API Reference: docs/SLA_POLICY_API_GUIDE.md
  • Assessment: docs/SLA_SYSTEM_ASSESSMENT.md
  • Enhancement Plan: docs/SLA_SYSTEM_ENHANCEMENT_PLAN.md

🆘 Troubleshooting

SLA not assigned?

# Check default policies exist
curl http://localhost:6987/api/sla-policies/?default_only=true

Check logs:

tail -f logs/backend.log | grep SLA
Version: 1.0.0 Updated: 2026-01-21