SLA Management

Configure SLA policies, track compliance, and manage escalations via the Aurion API.

The SLA API (v2) lets you define service level agreement policies with response and resolution time targets, automated escalations, and compliance analytics.

Plan requirement: Professional plan or higher.

List SLA Policies

cURL

curl "https://apps.aurionai.net/api/v2/sla/policies" \
  -H "X-API-Key: ak_live_xxxx"

Response:

{
  "data": [
    {
      "id": "sla_abc123",
      "name": "Standard Support",
      "description": "Default SLA for all tickets",
      "conditions": [
        {"field": "priority", "operator": "in", "value": ["medium", "low"]}
      ],
      "targets": [
        {"type": "first_response", "priority": "medium", "hours": 4},
        {"type": "resolution", "priority": "medium", "hours": 24},
        {"type": "first_response", "priority": "low", "hours": 8},
        {"type": "resolution", "priority": "low", "hours": 48}
      ],
      "business_hours": true,
      "enabled": true
    }
  ],
  "total": 3,
  "limit": 25,
  "offset": 0
}

Get SLA Policy

Retrieve a single SLA policy by ID:

curl "https://apps.aurionai.net/api/v2/sla/policies/sla_abc123" \
  -H "X-API-Key: ak_live_xxxx"

Create SLA Policy

curl -X POST "https://apps.aurionai.net/api/v2/sla/policies" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Critical Support",
    "description": "SLA for urgent and high-priority tickets",
    "conditions": [
      {"field": "priority", "operator": "in", "value": ["urgent", "high"]}
    ],
    "business_hours": false
  }'

Update SLA Policy

Partially update an existing policy. Only provided fields are changed:

curl -X PATCH "https://apps.aurionai.net/api/v2/sla/policies/sla_abc123" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Critical Support (Updated)",
    "business_hours": true
  }'

Delete SLA Policy

Soft-delete (archive) a policy. Returns 409 Conflict if the policy has active or paused SLA instances:

curl -X DELETE "https://apps.aurionai.net/api/v2/sla/policies/sla_abc123" \
  -H "X-API-Key: ak_live_xxxx"

Reorder SLA Policies

Set the evaluation order for all policies. Policies are matched top-to-bottom; the first matching policy applies:

curl -X POST "https://apps.aurionai.net/api/v2/sla/policies/reorder" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "policy_ids": ["sla_critical", "sla_high", "sla_standard"]
  }'

Add SLA Targets

Define response and resolution time targets per priority level:

curl -X POST "https://apps.aurionai.net/api/v2/sla/policies/sla_abc123/targets" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "type": "first_response",
    "priority": "urgent",
    "hours": 1
  }'

Target Types:

Type	Description
`first_response`	Time until first agent response
`resolution`	Time until ticket/conversation is resolved

Delete SLA Target

Remove a specific target from a policy:

curl -X DELETE "https://apps.aurionai.net/api/v2/sla/targets/target_abc123" \
  -H "X-API-Key: ak_live_xxxx"

Escalation Rules

Automatically escalate when SLA targets are at risk. Enterprise plan required.

Create Escalation

curl -X POST "https://apps.aurionai.net/api/v2/sla/policies/sla_abc123/escalations" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "trigger": "approaching_breach",
    "threshold_minutes": 30,
    "actions": [
      {"type": "notify_team_lead"},
      {"type": "reassign", "team_id": "team_escalation"}
    ]
  }'

Update Escalation

Partially update an existing escalation rule:

curl -X PATCH "https://apps.aurionai.net/api/v2/sla/escalations/esc_abc123" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "trigger_percent": 90,
    "action_type": "notify",
    "status": "active"
  }'

Delete Escalation

curl -X DELETE "https://apps.aurionai.net/api/v2/sla/escalations/esc_abc123" \
  -H "X-API-Key: ak_live_xxxx"

SLA Instances

Track active SLA timers across tickets and conversations:

curl "https://apps.aurionai.net/api/v2/sla/instances?status=active&limit=10" \
  -H "X-API-Key: ak_live_xxxx"

Response:

{
  "data": [
    {
      "id": "inst_789",
      "policy_id": "sla_abc123",
      "conversation_id": "conv_456",
      "status": "active",
      "targets": {
        "first_response": {"due_at": "2026-03-08T14:00:00Z", "met": true},
        "resolution": {"due_at": "2026-03-09T10:00:00Z", "met": null}
      }
    }
  ]
}

Get SLA Instance

Retrieve a single SLA instance by ID, including its current state and target deadlines:

curl "https://apps.aurionai.net/api/v2/sla/instances/inst_789" \
  -H "X-API-Key: ak_live_xxxx"

Preview Deadline

Calculate a projected SLA deadline based on a business-hours schedule, start time, and duration. Useful for showing estimated deadlines before creating a conversation:

curl -X POST "https://apps.aurionai.net/api/v2/sla/preview-deadline" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "business_hours_id": "bh_abc123",
    "start_at": "2026-03-08T09:00:00Z",
    "duration_minutes": 240
  }'

Response:

{
  "deadline_at": "2026-03-08T17:00:00Z",
  "business_minutes": 240,
  "calendar_minutes": 480
}

SLA Analytics

Compliance Summary

curl "https://apps.aurionai.net/api/v2/sla/analytics/summary?start_date=2026-03-01&end_date=2026-03-08" \
  -H "X-API-Key: ak_live_xxxx"

Compliance Trends

curl "https://apps.aurionai.net/api/v2/sla/analytics/trends?start_date=2026-02-01&end_date=2026-03-08&granularity=week" \
  -H "X-API-Key: ak_live_xxxx"

Breach Analysis

curl "https://apps.aurionai.net/api/v2/sla/analytics/breaches?start_date=2026-03-01&limit=20" \
  -H "X-API-Key: ak_live_xxxx"

OLA Policies

Operational Level Agreements (OLAs) track internal team commitments. Enterprise plan required.

curl "https://apps.aurionai.net/api/v2/sla/ola/policies" \
  -H "X-API-Key: ak_live_xxxx"

Instance Statuses

Status	Description
`active`	SLA timer is running
`paused`	Timer paused (e.g., awaiting customer response)
`met`	All targets met within deadline
`breached`	One or more targets exceeded

Analytics — SLA compliance analytics and trends
Automation & Workflows — Automate SLA escalation actions
Teams & Routing — Team business hours affect SLA timers

Required Scopes

Scope	Endpoints
`sla:read`	`GET /v2/sla/policies`, `GET /v2/sla/policies/:id`, `GET /v2/sla/instances`, `GET /v2/sla/instances/:id`, `GET /v2/sla/analytics/*`, `POST /v2/sla/preview-deadline`
`sla:write`	`POST /v2/sla/policies`, `PATCH /v2/sla/policies/:id`, `DELETE /v2/sla/policies/:id`, `POST /v2/sla/policies/reorder`, `POST /v2/sla/policies/:id/targets`, `DELETE /v2/sla/targets/:id`, `POST /v2/sla/policies/:id/escalations`, `PATCH /v2/sla/escalations/:id`, `DELETE /v2/sla/escalations/:id`

SLA Management

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