SLA Policies

OverviewCopy Anchor Link

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.

AuthenticationCopy Anchor Link

Authorization: Bearer cm_your_api_key

Business hoursCopy Anchor Link

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 objectCopy Anchor Link

{
  "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/policiesCopy Anchor Link

Returns an array of policy objects, newest first.

curl "https://api.callmissed.com/api/v1/support/sla/policies?is_active=true" \
  -H "Authorization: Bearer cm_your_api_key"

POST /api/v1/support/sla/policiesCopy Anchor Link

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}Copy Anchor Link

All fields optional; only the fields you send are changed. Sending business_hours: null removes business hours (the clock then runs continuously); sending priority: null turns the policy into a catch-all. The "must promise something" rule is re-checked against the merged result, so you cannot clear both minute fields in two steps. Returns the updated policy.

curl -X PATCH https://api.callmissed.com/api/v1/support/sla/policies/{policy_id} \
  -H "Authorization: Bearer cm_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{
    "first_response_minutes": 30,
    "business_hours": { "tz": "Asia/Kolkata", "days": [1,2,3,4,5], "start": "09:00", "end": "18:00" }
  }'

404 SLA policy not found; 409 on a name another policy already uses.

DELETE /api/v1/support/sla/policies/{policy_id}Copy Anchor Link

Returns 204. 404 SLA policy not found.

curl -X DELETE https://api.callmissed.com/api/v1/support/sla/policies/{policy_id} \
  -H "Authorization: Bearer cm_your_api_key"

GET /api/v1/support/sla/status/{ticket_id}Copy Anchor Link

The live clock for one ticket.

curl https://api.callmissed.com/api/v1/support/sla/status/{ticket_id} \
  -H "Authorization: Bearer cm_your_api_key"

{
  "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: only active policies (is_active: true) are considered. A policy whose priority matches the ticket's priority (case-insensitive) wins; otherwise the oldest catch-all policy applies; otherwise nothing does and every due date is null.

404 Ticket not found.

GET /api/v1/support/sla/statusCopy Anchor Link

The same answer as /status/{ticket_id}, for up to 200 tickets in one call — what a ticket list uses to show every row's clock.

curl "https://api.callmissed.com/api/v1/support/sla/status?ticket_id={id_1}&ticket_id={id_2}" \
  -H "Authorization: Bearer cm_your_api_key"

Returns an array of status objects. Ids that are not tickets in your tenant are left out of the answer rather than reported as errors.

GET /api/v1/support/sla/breachesCopy Anchor Link

Tickets currently past a deadline, oldest first.

curl "https://api.callmissed.com/api/v1/support/sla/breaches?priority=urgent&limit=200" \
  -H "Authorization: Bearer cm_your_api_key"

[
  {
    "ticket_id": "e5d4…",
    "subject": "Refund not received",
    "status": "open",
    "priority": "urgent",
    "created_at": "2026-08-17T06:10:00Z",
    "sla": {
      "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": -32
    }
  }
]

sla has the same shape as the /status/{ticket_id} response.

Pagination behaves differently here. Because breach is computed rather than stored, limit and offset page over the tickets scanned (oldest first), not the breaches returned. A page can come back shorter than limit, or empty, and still have more behind it — the response does not tell you how many tickets were scanned. To sweep everything, advance offset by limit each call until offset passes your ticket count, rather than stopping at the first short or empty page.

ErrorsCopy Anchor Link

Nothing on this page consumes credits.