Skip to main content

Documentation Index

Fetch the complete documentation index at: https://docs.scrubbe.com/llms.txt

Use this file to discover all available pages before exploring further.

An SLA policy in Scrubbe defines the time targets your team commits to for acknowledging and resolving incidents at a given priority level. Once SLA tracking is enabled for your organization, Scrubbe measures every open incident against the matching policy, notifies your team when targets are at risk, and can automatically escalate incidents that breach their thresholds. SLA policies are the mechanism that turns incident response from informal effort into measurable, accountable practice.

​
Enabling SLA tracking

SLA tracking is controlled by your IMS configuration. Set slaEnabled to true to activate it, and set autoEscalate to true to let Scrubbe escalate breached incidents without manual intervention: 
PUT /api/v1/ims/config

{
  "slaEnabled": true,
  "autoEscalate": true
}
When autoEscalate is true, Scrubbe routes a breached incident to the escalationContact defined in the matching SLA policy.

​
Creating an SLA policy

POST /api/v1/sla-policies

{
  "name": "Critical Outage SLA",
  "priority": "CRITICAL",
  "responseTimeMinutes": 15,
  "responseThreshold": 90,
  "resolveTimeMinutes": 60,
  "resolveThreshold": 85,
  "escalationContact": "Tier1",
  "applicableTeam": "oncall@example.com",
  "uptimeTarget": 99.9
}

​
Policy fields

FieldDescription
nameHuman-readable label for the policy
priorityThe incident priority this policy applies to: LOW, MEDIUM, HIGH, or CRITICAL
applicableTeamEmail or identifier of the team this policy governs
FieldDescription
responseTimeMinutesMaximum minutes from OPEN to ACKNOWLEDGED before the response SLA breaches
responseThresholdTarget compliance rate as a percentage (e.g. 90 means 90% of incidents must be acknowledged within the response time)
FieldDescription
resolveTimeMinutesMaximum minutes from OPEN to RESOLVED before the resolve SLA breaches
resolveThresholdTarget compliance rate as a percentage
FieldDescription
escalationContactName or identifier of the person or team to notify on breach (used when autoEscalate is enabled)
uptimeTargetTarget uptime percentage for this priority tier (e.g. 99.9)

​
How SLA tracking works

When a ticket is created with a given priority, Scrubbe looks up the SLA policy for that priority and sets slaResponseTimeMinutes and slaResolveTimeMinutes on the ticket. Timers start when the ticket status becomes OPEN. Scrubbe sends a warning notification at the halfway mark for both the response and resolution windows. If the window closes without the required status transition, the ticket is marked as breached.

​
Breach types

Breach typeMeaning
NONENo SLA has been breached on this ticket
RESPONSE_BREACHThe ticket was not acknowledged within responseTimeMinutes
RESOLVE_BREACHThe ticket was not resolved within resolveTimeMinutes
BOTHBoth the response and resolution windows were exceeded
The current breach state is visible on each ticket in the slaBreachType field.
SLA timers run in real time. If you update a ticket’s priority after creation, the ticket continues to track against the originally assigned SLA targets — not the targets of the new priority. Update priority before the response window closes to avoid unexpected breaches.

​
Managing policies

OperationEndpoint
List all policiesGET /api/v1/sla-policies
Get a specific policyGET /api/v1/sla-policies/:id
Update a policyPUT /api/v1/sla-policies/:id
Delete a policyDELETE /api/v1/sla-policies/:id
View SLA analyticsGET /api/v1/sla-policies/analytics

​
SLA policy analytics

GET /api/v1/sla-policies/analytics returns compliance data across your policies — breach counts by priority, average response and resolution times, and compliance rates against your configured thresholds. Use this endpoint to identify which priority tiers need staffing or process changes.
Define one policy per priority level (LOW, MEDIUM, HIGH, CRITICAL) to ensure every incident has a matching target. Incidents with a priority that has no matching policy will not have SLA timers set automatically.