SLA Management

OpsWeave provides comprehensive SLA management with automatic deadline calculation, inheritance through the CMDB, and visual indicators throughout the system.

SLA Tiers

The SLA system is based on four tiers:

Tier	Response Time	Resolution Time	Use Case
Gold	1 hour	4 hours	Business-critical systems
Silver	4 hours	8 hours	Important systems
Bronze	8 hours	24 hours	Standard systems
None	—	—	No SLA defined

Times refer to business hours (configurable in settings).

SLA Definitions

SLA definitions specify which response and resolution times apply per tier and priority. Default values can be adjusted in the settings.

Deadline Calculation:

1. Ticket is created or updated
2. SLA tier is determined (directly on the ticket or via asset inheritance)
3. Priority is calculated from Impact x Urgency
4. Response deadline = creation time + response time for the tier
5. Resolution deadline = creation time + resolution time for the tier

Assignment to Assets and Customers

SLA tiers can be assigned at two levels:

• Asset level — Each asset in the CMDB has an optional sla_tier field (gold, silver, bronze)
• Customer level — Customers can have a default SLA tier applied to all their assets

Priority for determination:

1. SLA tier set directly on the ticket (highest priority)
2. SLA tier of the linked asset
3. SLA tier of the customer
4. No SLA (default)

SLA Inheritance

SLA tiers are inherited through the CMDB dependency graph. If an asset has no SLA tier of its own, the highest tier from dependent assets is adopted.

Example:

Business Service (Gold)
  └── depends_on → Web Server (no SLA)
       └── runs_on → VM Host (Silver)

The web server inherits Gold from the Business Service (highest tier in the chain).

Inheritance is calculated via recursive CTEs in the database (DB-specific for PostgreSQL and SQLite).

SLA Breach Tracking

OpsWeave continuously monitors all open tickets with SLA deadlines:

State	Condition	Indicator
On Track	Current time < deadline	Green
Warning	Current time > 75% of deadline	Yellow
Breached	Current time > deadline	Red

On an SLA breach:

• The sla_breached field is set on the ticket
• An entry is created in the ticket history
• Optionally, a notification is sent to the assignee and the group

SLA Pause / Resume

When a ticket receives the status Pending, the SLA clock is paused:

1. Ticket changes to "Pending" — SLA timer is paused
2. The remaining time is saved
3. Ticket changes back to "In Progress" — SLA timer resumes
4. Deadlines are adjusted according to the pause duration

This prevents SLA breaches while waiting for external feedback.

Visual Indicators

SLA status is displayed consistently throughout the system:

Ticket Board (Kanban)

Each ticket card shows a colored SLA indicator:

• Green dot — SLA on track
• Yellow dot — SLA warning (>75% of deadline)
• Red dot — SLA breached

Ticket List

The table view shows SLA columns:

• Response deadline (with countdown)
• Resolution deadline (with countdown)
• Breach status (badge)

Ticket Detail

In the metadata section (right column):

• SLA tier (Gold/Silver/Bronze badge)
• Response deadline with countdown
• Resolution deadline with countdown
• Breach indicator with timestamp

SLA Performance Reports

OpsWeave provides SLA reports with the following metrics:

Metric	Description
Compliance Rate	Percentage of tickets within SLA deadlines
MTTR	Mean Time to Resolve — average resolution time
Breach Count	Number of SLA breaches in the period
Breach Rate	Percentage of tickets with SLA breach
Response Compliance	Proportion of tickets with timely response

Reports can be filtered by:

• Time period
• SLA tier
• Ticket type
• Assigned group
• Customer

REST API

GET    /api/v1/tickets              # Tickets with SLA fields (sla_tier, sla_response_due, sla_resolve_due, sla_breached)
GET    /api/v1/tickets/stats        # KPI statistics including SLA metrics
GET    /api/v1/assets/:id/sla-chain # SLA inheritance chain of the asset
GET    /api/v1/settings             # SLA definitions in settings
PUT    /api/v1/settings/:key        # Adjust SLA times