SLA Processor

Overview

The SLA Processor is a backend automation service designed to dynamically assign and calculate Service Level Agreements (SLAs) based on ticket activity and business rules. It ensures timely resolution tracking by integrating with ticketing workflows and employee schedules. It also handles escalations when SLAs are breached.

My Role

I developed the core Java process responsible for:

  • Listening to ticket creation and update events via RabbitMQ
  • Fetching SLA rules from a MySQL database
  • Calculating SLA deadlines based on employee working hours and schedules
  • Updating ticket metadata with SLA targets in real time
  • Trigger escalation WhatsApp messages and Emails in case of breach based on the defined rules

Key Features

  •  Event-driven backend service for calculating SLA
  • Calculate SLA based on defined rules and team schedules
  • Trigger the escalation process if the SLA is breached.
  • Supports Response and Resolution SLAs

Technologies Used

  • Java: Core logic and SLA computation engine
  • RabbitMQ: Event-driven architecture for ticket updates
  • MySQL: Rule storage and schedule data

Outcome

This system enabled real-time SLA tracking for internal support teams, reduced manual SLA assignment errors, and improved compliance with service contracts. It also laid the foundation for future automation in the support workflow.