SLA Lifecycle Management

osop_version: "1.0"
id: "sla-management"
name: "SLA Lifecycle Management"
description: "Define terms → monitoring → periodic review → breach escalation → remediation → renewal."

nodes:
  - id: "define_sla"
    type: "human"
    subtype: "input"
    name: "Define SLA Terms"
    description: "Agree on KPIs: uptime, response time, resolution time, penalties."

  - id: "monitoring_setup"
    type: "system"
    name: "Monitoring Setup"
    description: "Configure dashboards, alerting thresholds, and automated reporting."

  - id: "periodic_review"
    type: "human"
    subtype: "review"
    name: "Periodic SLA Review"
    description: "Monthly review of metrics against targets with both parties."

  - id: "breach_escalation"
    type: "event"
    name: "Breach Escalation"
    description: "SLA threshold violated, automatic escalation to account manager."

  - id: "remediation"
    type: "human"
    subtype: "review"
    name: "Remediation Tracking"
    description: "Root cause analysis, corrective action plan, credit calculation."
    timeout_sec: 604800

  - id: "sla_renewal"
    type: "human"
    subtype: "review"
    name: "SLA Renewal"
    description: "Annual renegotiation based on historical performance data."
    security:
      approval_gate: true

edges:
  - from: "define_sla"
    to: "monitoring_setup"
    mode: "sequential"
  - from: "monitoring_setup"
    to: "periodic_review"
    mode: "sequential"
  - from: "monitoring_setup"
    to: "breach_escalation"
    mode: "conditional"
    when: "metric.breached == true"
  - from: "breach_escalation"
    to: "remediation"
    mode: "sequential"
  - from: "remediation"
    to: "monitoring_setup"
    mode: "loop"
    when: "remediation.resolved == true"
  - from: "periodic_review"
    to: "sla_renewal"
    mode: "conditional"
    when: "contract.expiry_approaching == true"