81 lines
2.2 KiB
Python
81 lines
2.2 KiB
Python
"""
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sla.py
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------
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Issue SLA (Service Level Agreement) helpers.
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SLA thresholds define the maximum number of hours an issue of a given
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severity may remain unresolved before it is considered breached.
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Statuses
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--------
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ok — within the allowed window
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at_risk — past 75% of the allowed window but not yet breached
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breached — past the deadline
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None — issue is already resolved; SLA no longer applies
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"""
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from datetime import timedelta
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from app.utils.time_utils import now_eastern
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# ── Configurable thresholds (hours) ──────────────────────────────────────────
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SLA_HOURS = {
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'critical': 4,
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'high': 24,
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'medium': 72,
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'low': 168, # 7 days
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}
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# Fraction of the window at which an issue becomes "at risk"
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AT_RISK_THRESHOLD = 0.75
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def sla_deadline(issue):
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"""
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Return the datetime by which the issue must be resolved,
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or None if the severity is not recognised.
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"""
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hours = SLA_HOURS.get(issue.severity)
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if hours is None:
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return None
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return issue.reported_at + timedelta(hours=hours)
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def sla_status(issue):
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"""
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Return one of: 'ok', 'at_risk', 'breached', or None.
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None is returned when the issue is already resolved — SLA no longer
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applies. None is also returned for unrecognised severity values.
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"""
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if issue.status == 'resolved':
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return None
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hours = SLA_HOURS.get(issue.severity)
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if hours is None:
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return None
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deadline = issue.reported_at + timedelta(hours=hours)
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at_risk_at = issue.reported_at + timedelta(hours=hours * AT_RISK_THRESHOLD)
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now = now_eastern()
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if now >= deadline:
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return 'breached'
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if now >= at_risk_at:
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return 'at_risk'
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return 'ok'
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def sla_hours_remaining(issue):
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"""
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Return the number of hours remaining before the SLA deadline.
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Negative values indicate the deadline has already passed.
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Returns None for resolved issues or unrecognised severities.
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"""
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if issue.status == 'resolved':
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return None
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deadline = sla_deadline(issue)
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if deadline is None:
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return None
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delta = deadline - now_eastern()
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return round(delta.total_seconds() / 3600, 1)
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