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SLA event and response-time review

Check explicit ticket events against confirmed rules with working-time, pause and daylight-saving calculations.

Input

Ticket events: id,ticket,at,event,priority,description E1,T1,2027-03-01T09:00:00+01:00,open,high,Hosted service interruption E2,T1,2027-03-01T09:30:00+01:00,response,high,Initial support response E3,T1,2027-03-01T10:00:00+01:00,pause_cus…

Result

Ticket T1 receives a first response after 1800 counted seconds. Resolution takes 7200 counted seconds because the customer-wait pause from 10:00 to 11:00 is excluded. Both measurements fall within the supplied limits of 3600 and 10800 se…

Review ticket events against explicitly confirmed SLA rules. The AI proposes a rule match from supplied descriptions and matching priorities, with an exact source quotation. Deterministic code validates event sequences and counts response and resolution seconds using explicit timestamps, configured working hours, local holidays and selected pause states.

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Who it is for

Support managers and service operations teams preparing evidence-based SLA reviews from ticket exports and maintained contractual rule summaries. The report supports human verification and does not establish penalties, credits or legal compliance.

Typical uses

  • Check first-response and resolution durations for explicit open and reopen cycles.
  • Compare elapsed-time and business-time clocks with configured pauses.
  • Account for daylight-saving changes using absolute event timestamps and a named timezone.
  • Retain missing events, ambiguous rule matches and invalid sequences as unknown assessments.
  • Select cycles by their local opening date while preserving excluded rows and sequence warnings.

Example

Input

Ticket events: id,ticket,at,event,priority,description E1,T1,2027-03-01T09:00:00+01:00,open,high,Hosted service interruption E2,T1,2027-03-01T09:30:00+01:00,response,high,Initial support response E3,T1,2027-03-01T10:00:00+01:00,pause_customer,high,Waiting for customer information E4,T1,2027-03-01T11:00:00+01:00,resume,high,Customer information received E5,T1,2027-03-01T12:00:00+01:00,resolve,high,Service restored Approved SLA rules: id,priority,description,response_minutes,resolution_minutes R1,high,High-priority hosted service incidents,60,180 Rules explicitly confirmed: Yes Business timezone: Europe/Berlin SLA clock: Business time Daily business interval: 09:00-17:00 Working weekdays: 1,2,3,4,5 Paused clock states: pause_customer Cycle selection: All Result ordering: Ticket Show source quotations: Yes

Result

Ticket T1 receives a first response after 1800 counted seconds. Resolution takes 7200 counted seconds because the customer-wait pause from 10:00 to 11:00 is excluded. Both measurements fall within the supplied limits of 3600 and 10800 seconds. This is a draft comparison against a proposed rule match, not an automatic contractual decision.

A fixed example, shortened. Real results are AI-generated: please check them.

Price and limits

Price
usually 1–3 credits
Available with
Free, With package
Input limit
One page with up to 50,000 characters of HTML

Privacy

Processed on our own servers in the EU (Poland). Inputs and results are deleted after 7 days (Free) or 30 days (packages), or right after you see the result if you choose not to store them. Images are deleted right after processing.

In the API

Tool name: sla_review. Create a job with POST /api/v1/jobs and fetch the result with GET /api/v1/jobs/{id}. You find your API key in your account.

curl -X POST https://do4u.eu/api/v1/jobs \
  -H "Authorization: Bearer d4u_…" -H "Content-Type: application/json" \
  -d '{"tool": "sla_review", "url": "https://example.com/"}'

Full API documentation →

Questions and answers

How are working time and daylight-saving changes handled?

Source timestamps include explicit offsets and determine absolute chronology. Business time counts only seconds inside the configured local weekday and daily interval, excluding supplied holiday dates. Missing and repeated daylight-saving minutes follow the named timezone. Elapsed mode counts all seconds, with selected pauses removed in both modes.

What makes an assessment unknown?

Missing opening, first-response or resolution evidence, conflicting priorities, simultaneous events, invalid pause or reopen sequences and ambiguous or absent rule matches prevent the affected assessment. Invalid event sequences make all durations for that ticket unknown. An open cycle is never assumed resolved, and missing evidence is not interpreted as compliance.

How do cycles and pauses work?

An open event begins the first cycle; reopen starts a new cycle only after resolve. The first response in each cycle is measured. A single active pause is closed by resume or resolve; overlapping pauses are invalid. Only configured pause types stop the clock. First-cycle mode and date filters exclude other cycles from summary counts but keep them visible. Date selection uses the local opening date.

Is my text stored?

Only as long as needed: 7 days on Free, 30 days with a package – or not at all if you choose not to store it. Processing happens on our own servers in the EU (Poland).

Can I use the result right away?

Results are AI-generated. Please read them before you publish or send them.