Check Sla

User Input

$ARGUMENTS

Options: alert (send alerts for breaches), empty (report only)

Task

Check manual_resolution queue for SLA deadline breaches and optionally trigger auto-refunds.

Steps

1. Query Manual Resolution Queue:

   cd backend
   python -c "
   from src.models.manual_resolution import ManualResolution
   from src.lib.database import SessionLocal
   from datetime import datetime
   
   db = SessionLocal()
   
   # Get all pending cases
   pending = db.query(ManualResolution).filter_by(status='pending').all()
   
   # Get SLA breaches
   breaches = db.query(ManualResolution).filter(
       ManualResolution.sla_deadline < datetime.utcnow(),
       ManualResolution.status == 'pending'
   ).all()
   
   print(f'Total Pending: {len(pending)}')
   print(f'SLA Breaches: {len(breaches)}')
   
   for breach in breaches:
       hours_past = (datetime.utcnow() - breach.sla_deadline).total_seconds() / 3600
       print(f'  - {breach.payment_id}: {hours_past:.1f}h past deadline')
       print(f'    Issue: {breach.issue_type}')
       print(f'    Created: {breach.created_at}')
   "
   

2. Calculate Time to SLA Deadline (for pending cases):

   for case in pending:
       if case.sla_deadline > datetime.utcnow():
           hours_remaining = (case.sla_deadline - datetime.utcnow()).total_seconds() / 3600
           print(f'  - {case.payment_id}: {hours_remaining:.1f}h remaining')
       else:
           hours_past = (datetime.utcnow() - case.sla_deadline).total_seconds() / 3600
           print(f'  - {case.payment_id}: {hours_past:.1f}h PAST DEADLINE')
   

3. Check Auto-Refund Eligibility (FR-P-012):

   python -c "
   from src.services.paddle_refunds import check_refund_eligibility
   
   for breach in breaches:
       eligible = check_refund_eligibility(breach.payment_id)
   
       if eligible:
           print(f'✅ {breach.payment_id}: Eligible for auto-refund')
       else:
           print(f'⚠️ {breach.payment_id}: Manual method, route to manual queue')
   "
   

4. Trigger Auto-Refunds (if --alert flag):

   python -c "
   from src.services.sla_monitor import process_sla_breaches
   
   # This will:
   # 1. Check Paddle payment method compatibility
   # 2. Trigger refund for eligible cases (card, Apple Pay, Google Pay)
   # 3. Update manual_resolution status to 'sla_missed_refunded'
   # 4. Send email notification to customer
   # 5. Log high-priority Sentry alert
   
   results = process_sla_breaches()
   
   print(f'Auto-refunds triggered: {results["refunded"]}')
   print(f'Manual review required: {results["manual"]}')
   "
   

5. Send Sentry Alerts (for breaches):

   python -c "
   import sentry_sdk
   
   for breach in breaches:
       sentry_sdk.capture_message(
           f'SLA breach: {breach.payment_id}',
           level='error',
           extra={
               'payment_id': breach.payment_id,
               'issue_type': breach.issue_type,
               'hours_past_deadline': hours_past,
               'created_at': breach.created_at.isoformat()
           }
       )
   "
   

6. Output Summary:

   ✅ SLA Monitoring Report
   ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
   Timestamp: 2025-12-30 12:34:56 UTC
   
   Manual Resolution Queue:
   📊 Total Pending: 5 cases
   📊 SLA Breaches: 2 cases
   📊 Approaching SLA (<1h): 1 case
   
   Breaches:
   🔴 pay_abc123 (missing_quiz_data)
      - 2.3 hours past deadline
      - ✅ Auto-refund eligible
      - Status: Refund triggered
   
   🔴 pay_def456 (ai_generation_failed)
      - 1.7 hours past deadline
      - ⚠️ Bank transfer - manual review required
      - Status: Escalated to manual queue
   
   Approaching SLA:
   🟡 pay_ghi789 (email_delivery_failed)
      - 0.8 hours remaining
      - Retry scheduled in 15 minutes
   
   Actions Taken:
   ✅ 1 auto-refund triggered
   ✅ 1 escalated to manual review
   ✅ Sentry alerts sent
   ✅ Customer notifications sent
   
   Next Check: 15 minutes (automated cron job)
   

Example Usage

/check-sla         # Report SLA status only
/check-sla alert   # Report + trigger auto-refunds

Exit Criteria

• Manual resolution queue queried
• SLA deadlines calculated
• Breaches identified
• Auto-refunds triggered (if alert mode)
• Sentry alerts sent
• Customer notifications sent

SLA Policy (FR-M-004, FR-P-012)

• SLA Deadline: 4 hours from manual_resolution creation
• Auto-Refund: Triggered automatically for compatible payment methods
• Manual Methods: Bank transfer, local payment methods route to manual review
• Escalation: High-priority Sentry alert + email to operations team