SLA Classifier¶

Automated classification of tickets based on Service Level Agreement tiers.

Classification Flow¶

flowchart TD
    A[Incoming Ticket] --> B[Extract Keywords]
    B --> C{Tier Detection}

    C -->|Critical| D[Priority 1]
    C -->|Urgent| E[Priority 2]
    C -->|Normal| F[Priority 3]

    D --> G[SLA: 1 Hour]
    E --> H[SLA: 4 Hours]
    F --> I[SLA: 24 Hours]

    G --> J[Escalation Path A]
    H --> K[Escalation Path B]
    I --> L[Escalation Path C]

    style G fill:#ffcdd2
    style H fill:#fff3e0
    style I fill:#c8e6c9

Classification Criteria¶

Priority 1 - Critical (1 Hour SLA)¶

Complete service outage
Security breach
Multiple affected customers

Priority 2 - Urgent (4 Hour SLA)¶

Partial service degradation
Single customer critical issue
Performance degradation

Priority 3 - Normal (24 Hour SLA)¶

General inquiries
Feature requests
Minor issues

Implementation¶

def classify_sla_tier(ticket_text):
    # Critical keywords
    if any(kw in ticket_text.lower() for kw in ['outage', 'down', 'breach']):
        return "P1", "1h"

    # Urgent keywords
    if any(kw in ticket_text.lower() for kw in ['slow', 'degraded', 'intermittent']):
        return "P2", "4h"

    # Default to normal
    return "P3", "24h"