SLA Policies

Overview

An SLA policy promises two things about a ticket: how fast someone will respond, and how fast it will be resolved. A policy may be scoped to one priority, or left un-scoped as the catch-all.

Deadlines are computed against the ticket's server-managed lifecycle stamps, so a policy cannot be gamed by editing a timestamp.

Breach is computed on read, never stored. That means the numbers are always current, and it has one consequence for pagination — see the note on /breaches.

Authentication

Authorization: Bearer cm_your_api_key

Business hours

A policy with business_hours only burns its clock during those hours. Omit it and the clock runs continuously.

{ "tz": "Asia/Kolkata", "days": [1,2,3,4,5,6], "start": "10:00", "end": "19:00" }

The policy object

{
  "id": "d1c2…",
  "tenant_id": "a0b1…",
  "name": "Urgent — 15 min first response",
  "priority": "urgent",
  "first_response_minutes": 15,
  "resolution_minutes": 240,
  "business_hours": null,
  "is_active": true,
  "created_at": "2026-08-10T08:00:00Z",
  "updated_at": "2026-08-10T08:00:00Z"
}

GET /api/v1/support/sla/policies

Newest first.

POST /api/v1/support/sla/policies

At least one of first_response_minutes / resolution_minutes must be set — a policy that promises nothing is rejected with 422 set at least one of first_response_minutes / resolution_minutes.

curl -X POST https://api.callmissed.com/api/v1/support/sla/policies \
  -H "Authorization: Bearer cm_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Urgent — 15 min first response",
    "priority": "urgent",
    "first_response_minutes": 15,
    "resolution_minutes": 240
  }'

A duplicate name returns 409 An SLA policy named '…' already exists.

PATCH /api/v1/support/sla/policies/{policy_id}

All fields optional. The "must promise something" rule is re-checked against the merged result, so you cannot clear both minute fields in two steps.

DELETE /api/v1/support/sla/policies/{policy_id}

Returns 204. 404 SLA policy not found.

GET /api/v1/support/sla/status/{ticket_id}

The live clock for one ticket.

{
  "ticket_id": "e5d4…",
  "policy_id": "d1c2…",
  "policy_name": "Urgent — 15 min first response",
  "first_response_due_at": "2026-08-17T06:25:00Z",
  "first_response_breached": true,
  "resolution_due_at": "2026-08-17T10:10:00Z",
  "resolution_breached": false,
  "minutes_remaining": 84
}

Policy selection: a policy scoped to the ticket's priority wins; otherwise the catch-all applies; otherwise nothing does.

404 Ticket not found.

GET /api/v1/support/sla/breaches

Tickets currently past a deadline, oldest first.

[
  {
    "ticket_id": "e5d4…",
    "subject": "Refund not received",
    "status": "open",
    "priority": "urgent",
    "created_at": "2026-08-17T06:10:00Z",
    "sla": {
      "policy_id": "d1c2…",
      "policy_name": "Urgent — 15 min first response",
      "first_response_breached": true,
      "resolution_breached": false,
      "minutes_remaining": -32
    }
  }
]

Pagination behaves differently here. Because breach is computed rather than stored, limit and offset page over the tickets scanned, not the breaches returned. A page can come back shorter than limit, or empty, and still have more behind it. Keep advancing offset until a page returns zero scanned rows rather than stopping at the first short page.

Errors

Nothing on this page consumes credits.