ProductionAutomationTemporal Logic
Enterprise SLA & Temporal Logic Engine
Minute-level SLA computation with escalation matrix for enterprise support.
Systems Architect
Enterprise & ERPPHPMySQLRedisNginxTemporal Rules
Temporal engine computes SLA windows and triggers escalations.
Node
Tickets
Node
SLA Engine
Node
Redis
Node
Escalation Bus
TicketsSLA Enginecalculate
SLA EngineRediscache windows
SLA EngineEscalation Busbreach alerts
DataControlSecurity
Context
Problem & context
- Support teams struggled to calculate SLAs across multiple shift calendars and holidays.
- Needed deterministic, minute-level SLA accuracy with escalation and auto-assign.
Architecture
Architecture & stack
- Temporal rules engine embedded into support workflow modules.
- Optimized MySQL queries with Redis caching for SLA windows.
- Notification bus triggering escalations and assignments.
Features
Key flows
- Minute-level SLA calculations respecting per-customer calendars.
- Auto-escalation with role-based assignment and notifications.
- Priority upgrades when breach risk crosses thresholds.
Challenges
Engineering challenges & solutions
- Avoiding query explosions for overlapping calendars.
- Maintaining consistent time math across time zones.
- Ensuring escalations are idempotent during retries.
Impact
Impact & metrics
- 99.9% SLA accuracy validated against manual audits.
- Reduced breach incidents by automating escalations.
- Improved support throughput with deterministic routing.
Next
What I’d improve next
- Expose SLA simulation UI for operations.
- Add observability dashboard for SLA drifts.