SLA Policies API

Create and manage Service Level Agreement policies with response and resolution time targets per priority level.

List Policies

GET /api/workspaces/{slug}/sla-policies/

Returns all SLA policies for the workspace.

Create Policy

POST /api/workspaces/{slug}/sla-policies/

Request Body:

{
  "name": "Standard SLA",
  "description": "Default response and resolution targets",
  "is_default": true,
  "rules": [
    { "priority": "urgent", "response_time_h": 1, "resolution_time_h": 4 },
    { "priority": "high", "response_time_h": 4, "resolution_time_h": 24 },
    { "priority": "medium", "response_time_h": 8, "resolution_time_h": 72 },
    { "priority": "low", "response_time_h": 24, "resolution_time_h": 168 }
  ]
}

Update Policy

PATCH /api/workspaces/{slug}/sla-policies/{policyId}/

Same body as create. Partial updates supported.

Delete Policy

DELETE /api/workspaces/{slug}/sla-policies/{policyId}/

Get Issue SLA

Returns the SLA tracker for a specific issue.

GET /api/workspaces/{slug}/issues/{issueId}/sla/

Response:

{
  "id": "sla_id",
  "issue_id": "issue_id",
  "policy_id": "policy_id",
  "priority": "high",
  "response_due_at": "2026-04-08T16:00:00Z",
  "resolution_due_at": "2026-04-09T12:00:00Z",
  "responded_at": null,
  "resolved_at": null,
  "response_breached": false,
  "resolution_breached": false
}

List Breached SLAs

Returns all issues with breached SLA targets in the workspace.

GET /api/workspaces/{slug}/sla-breached/