# Support Sla Breach Detector

> Vendor-neutral skill for detecting support-ticket SLA breaches from exported ticket timelines.

- Skill: `sisodiabhumca/support-sla-breach-detector` (Agent Skill, multi-file: 3 files)
- Install (CLI): `npx skillmds@latest add sisodiabhumca/support-sla-breach-detector`
- Raw SKILL.md: https://api.skillmd.com/api/skills/sisodiabhumca/support-sla-breach-detector/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: sisodiabhumca (https://skillmd.com/u/sisodiabhumca)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/sisodiabhumca/support-sla-breach-detector

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## When to invoke
- You have a CSV export of support tickets with timestamps (created, first response, resolved).
- You want to identify tickets that violated response or resolution SLAs.
- You need a vendor-neutral report that can work with exports from many helpdesk tools.

## Inputs needed
- CSV file with at least: `ticket_id`, `priority`, `created_at`, `first_response_at`, `resolved_at`.
- SLA thresholds (minutes) per priority for first response and resolution.

## Workflow
1. Load CSV and parse ISO timestamps.
2. For each ticket, compute:
   - minutes to first response
   - minutes to resolution
3. Compare against SLA thresholds by priority.
4. Emit:
   - list of breached tickets
   - breach reason (response, resolution, both)
   - aggregate counts by priority

## Output format
- JSON report written to a path.
- Human-readable summary printed to stdout.

## Guardrails
- Assume timestamps are in a consistent timezone; do not guess missing timezone.
- If a timestamp is missing, mark metric as `null` and do not treat as breach unless instructed.

## Reference code
- `support_sla_breach_detector.py`