SLA Policies & Business Hours

Salamandr features a multi-metric SLA engine that calculates response and resolution commitments independently, accounting for operating hours, timezones, and customizable pause states.

---

1. Multi-Metric Commitments

Unlike legacy helpdesks that track only a single deadline, Salamandr evaluates three distinct SLA targets per priority:

1. First Response Time: Maximum minutes between ticket creation and the first public staff reply.
2. Next Response Time: Maximum minutes between subsequent customer replies and agent follow-ups.
3. Resolution Time: Total duration permitted to transition the ticket to resolved or closed.

---

2. Priority Matrix & Default Targets

Priority	First Response Target	Next Response Target	Resolution Target	Business Hours
Urgent	15 minutes	30 minutes	4 hours (240 min)	24/7 (Calendar)
High	1 hour (60 min)	2 hours (120 min)	8 hours (480 min)	Business Hours
Normal	4 hours (240 min)	8 hours (480 min)	24 hours (1440 min)	Business Hours
Low	8 hours (480 min)	24 hours (1440 min)	48 hours (2880 min)	Business Hours

---

3. Per-Ticket-Type Overrides

The priority matrix above is the tenant-wide default, but not every ticket type should race against the same clock — a Change Request and a Password Reset filed at the same priority rarely deserve the same resolution target.

Any ticket type can override the matrix for one or more priorities in Admin Panel → Ticket Types → [Type Name] → SLA:

• A priority left untouched for a type keeps inheriting the tenant-wide default — overriding is opt-in per priority, not an all-or-nothing switch per type.
• Overrides apply from ticket creation onward; retyping an existing ticket does not retroactively move its deadline, only a priority change does.
• Clearing an override reverts that type/priority combination back to the tenant default immediately for new tickets.

PATCH /api/v1/ticket-types/{typeId}/sla-policies/{priorityId}
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "resolve_hours": 4,
  "first_response_minutes": 15,
  "next_response_minutes": 30,
  "warn_percent": 80
}

DELETE /api/v1/ticket-types/{typeId}/sla-policies/{priorityId}
Authorization: Bearer <API_TOKEN>

---

4. Business Hours & Holiday Schedules

• Operating Hours: Define open/close hours per day of the week with custom timezone offsets (e.g. Monday–Friday 09:00–18:00 Europe/Madrid).
• Weekend / Overnight Freezing: SLA countdown timers pause automatically when outside working hours.
• Holiday Calendar: Register company holidays and public observances in Admin Panel → Business Hours → Holidays. SLA timers pause completely during holiday dates.

---

5. Pausing SLAs on External Pending States

When waiting for customer feedback, vendor RMA, or third-party bug fixes, keeping the SLA timer running produces false breach metrics.

Administrators can flag any custom status as Pauses SLA in Admin Panel → Ticket Statuses → [Status Name] → Pause SLA:

• Statuses like Pending Customer Response or Waiting on Vendor freeze active SLA timers.
• When the customer replies or the status changes back to Open, the SLA timer resumes with remaining time preserved.

---

---

6. SLA Webhook Events & Escalations

Salamandr’s background escalation worker emits transactional outbound webhooks when SLA deadlines are missed or approaching, allowing real-time alerting into incident response systems (PagerDuty, Opsgenie, VictorOps):

Webhook Event	Condition	Target Alert
ticket.first_response_breached	First response time elapsed without public staff reply	Re-dispatch on-duty queue lead
ticket.next_response_breached	Subsequent customer reply waiting time exceeded	Alert assigned team lead
ticket.sla_breached	Total resolution deadline elapsed without ticket resolution	Page incident response manager
ticket.sla_warning	Ticket approaches configured warning threshold	Notify assigned agent of impending breach

Payload contains the ticket_id, the target breached ISO deadline timestamp in from, and actor_id: null (indicating a background automated timer event).

---

7. REST API Reference

Update SLA Policy for Priority

PATCH /api/v1/sla-policies/{priorityId}
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "first_response_time_minutes": 15,
  "next_response_time_minutes": 30,
  "resolution_time_minutes": 240,
  "respect_business_hours": false
}

Configure Business Hours

PUT /api/v1/business-hours
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "timezone": "Europe/Madrid",
  "schedule": {
    "monday": { "open": "08:00", "close": "18:00", "is_closed": false },
    "tuesday": { "open": "08:00", "close": "18:00", "is_closed": false },
    "wednesday": { "open": "08:00", "close": "18:00", "is_closed": false },
    "thursday": { "open": "08:00", "close": "18:00", "is_closed": false },
    "friday": { "open": "08:00", "close": "18:00", "is_closed": false },
    "saturday": { "is_closed": true },
    "sunday": { "is_closed": true }
  }
}