services-as-software

/** * Operations Entity Types (Nouns) * * Service operations: SLA, SLO, ServiceIncident, SupportTicket, ServiceFeedback, ServiceMetric * * @packageDocumentation */ import type { Noun } from 'ai-database' // ============================================================================= // SLA // ============================================================================= /** * SLA entity * * Service Level Agreement. */ export const SLA: Noun = { singular: 'sla', plural: 'slas', description: 'A Service Level Agreement defining commitments', properties: { // Identity name: { type: 'string', description: 'SLA name', }, description: { type: 'string', optional: true, description: 'SLA description', }, version: { type: 'string', optional: true, description: 'SLA version', }, // Tier tier: { type: 'string', optional: true, description: 'SLA tier', examples: ['basic', 'standard', 'premium', 'enterprise'], }, // Availability uptimeTarget: { type: 'number', optional: true, description: 'Uptime target percentage (e.g., 99.9)', }, uptimeCalculation: { type: 'string', optional: true, description: 'How uptime is calculated', examples: ['monthly', 'quarterly', 'yearly'], }, // Response Times responseTimeTarget: { type: 'number', optional: true, description: 'Target response time (ms)', }, responseTimeP50: { type: 'number', optional: true, description: 'P50 response time target (ms)', }, responseTimeP99: { type: 'number', optional: true, description: 'P99 response time target (ms)', }, // Support supportResponseTime: { type: 'string', optional: true, description: 'Support response time target', }, supportHours: { type: 'string', optional: true, description: 'Support hours', examples: ['24/7', 'business-hours', '9-5'], }, supportChannels: { type: 'string', array: true, optional: true, description: 'Support channels', examples: ['email', 'chat', 'phone', 'slack'], }, // Credits creditPolicy: { type: 'json', optional: true, description: 'Credit policy for SLA breaches', }, maxCredit: { type: 'number', optional: true, description: 'Maximum credit percentage', }, // Exclusions exclusions: { type: 'string', array: true, optional: true, description: 'SLA exclusions', }, maintenanceWindows: { type: 'json', optional: true, description: 'Scheduled maintenance windows', }, // Dates effectiveFrom: { type: 'date', optional: true, description: 'Effective from date', }, effectiveUntil: { type: 'date', optional: true, description: 'Effective until date', }, // Status status: { type: 'string', description: 'SLA status', examples: ['draft', 'active', 'superseded', 'expired'], }, }, relationships: { service: { type: 'ProductizedService', description: 'Service this SLA covers', }, objectives: { type: 'SLO[]', description: 'Service level objectives', }, incidents: { type: 'ServiceIncident[]', description: 'Related incidents', }, }, actions: [ 'create', 'update', 'activate', 'supersede', 'expire', ], events: [ 'created', 'updated', 'activated', 'superseded', 'expired', 'breached', ], } // ============================================================================= // SLO // ============================================================================= /** * SLO entity * * Service Level Objective. */ export const SLO: Noun = { singular: 'slo', plural: 'slos', description: 'A Service Level Objective defining a specific target', properties: { // Identity name: { type: 'string', description: 'SLO name', }, description: { type: 'string', optional: true, description: 'SLO description', }, // Metric metric: { type: 'string', description: 'Metric being measured', examples: ['availability', 'latency', 'throughput', 'error-rate', 'success-rate'], }, metricQuery: { type: 'string', optional: true, description: 'Query to calculate metric', }, // Target target: { type: 'number', description: 'Target value', }, comparison: { type: 'string', description: 'Comparison operator', examples: ['>=', '<=', '>', '<', '='], }, unit: { type: 'string', optional: true, description: 'Unit of measure', }, // Window windowType: { type: 'string', description: 'Window type', examples: ['rolling', 'calendar'], }, windowDuration: { type: 'string', optional: true, description: 'Window duration', examples: ['30d', '7d', '1h', '1m'], }, // Error Budget errorBudget: { type: 'number', optional: true, description: 'Error budget (as percentage)', }, errorBudgetRemaining: { type: 'number', optional: true, description: 'Remaining error budget', }, burnRate: { type: 'number', optional: true, description: 'Current burn rate', }, // Current State currentValue: { type: 'number', optional: true, description: 'Current metric value', }, lastCalculatedAt: { type: 'date', optional: true, description: 'Last calculation time', }, // Alerting alertThreshold: { type: 'number', optional: true, description: 'Alert threshold', }, alertOnBreach: { type: 'boolean', optional: true, description: 'Alert on breach', }, // Status status: { type: 'string', description: 'SLO status', examples: ['healthy', 'at-risk', 'breached', 'disabled'], }, isMet: { type: 'boolean', optional: true, description: 'Currently meeting target', }, }, relationships: { sla: { type: 'SLA', required: false, description: 'Parent SLA', }, service: { type: 'ProductizedService', description: 'Service measured', }, alerts: { type: 'Alert[]', description: 'Related alerts', }, }, actions: [ 'create', 'update', 'enable', 'disable', 'recalculate', 'alert', ], events: [ 'created', 'updated', 'enabled', 'disabled', 'breached', 'recovered', 'alertTriggered', ], } // ============================================================================= // ServiceIncident // ============================================================================= /** * ServiceIncident entity * * Service incident or outage. */ export const ServiceIncident: Noun = { singular: 'service-incident', plural: 'service-incidents', description: 'A service incident or outage', properties: { // Identity id: { type: 'string', description: 'Incident ID', }, title: { type: 'string', description: 'Incident title', }, description: { type: 'string', optional: true, description: 'Incident description', }, // Classification severity: { type: 'string', description: 'Incident severity', examples: ['critical', 'major', 'minor', 'warning'], }, type: { type: 'string', optional: true, description: 'Incident type', examples: ['outage', 'degradation', 'maintenance', 'security', 'data'], }, category: { type: 'string', optional: true, description: 'Incident category', }, // Impact impactLevel: { type: 'string', optional: true, description: 'Impact level', examples: ['none', 'partial', 'major', 'complete'], }, affectedServices: { type: 'string', array: true, optional: true, description: 'Affected services', }, affectedCustomers: { type: 'number', optional: true, description: 'Number of affected customers', }, affectedRegions: { type: 'string', array: true, optional: true, description: 'Affected regions', }, // Root Cause rootCause: { type: 'string', optional: true, description: 'Root cause', }, rootCauseCategory: { type: 'string', optional: true, description: 'Root cause category', examples: ['infrastructure', 'code', 'config', 'dependency', 'external', 'unknown'], }, // Resolution resolution: { type: 'string', optional: true, description: 'Resolution description', }, resolutionSteps: { type: 'string', array: true, optional: true, description: 'Resolution steps taken', }, preventionPlan: { type: 'string', optional: true, description: 'Prevention plan', }, // Timeline detectedAt: { type: 'date', optional: true, description: 'Detection time', }, startedAt: { type: 'date', optional: true, description: 'Incident start time', }, acknowledgedAt: { type: 'date', optional: true, description: 'Acknowledgement time', }, mitigatedAt: { type: 'date', optional: true, description: 'Mitigation time', }, resolvedAt: { type: 'date', optional: true, description: 'Resolution time', }, closedAt: { type: 'date', optional: true, description: 'Closure time', }, // Duration durationMinutes: { type: 'number', optional: true, description: 'Total duration in minutes', }, timeToDetect: { type: 'number', optional: true, description: 'Time to detect (minutes)', }, timeToMitigate: { type: 'number', optional: true, description: 'Time to mitigate (minutes)', }, timeToResolve: { type: 'number', optional: true, description: 'Time to resolve (minutes)', }, // Status status: { type: 'string', description: 'Incident status', examples: ['detected', 'investigating', 'identified', 'mitigating', 'monitoring', 'resolved', 'closed'], }, isPublic: { type: 'boolean', optional: true, description: 'Visible on status page', }, }, relationships: { service: { type: 'ProductizedService', description: 'Affected service', }, sla: { type: 'SLA', required: false, description: 'Related SLA', }, assignee: { type: 'Worker', required: false, description: 'Assigned responder', }, tickets: { type: 'SupportTicket[]', description: 'Related tickets', }, }, actions: [ 'create', 'acknowledge', 'investigate', 'mitigate', 'resolve', 'close', 'reopen', 'escalate', ], events: [ 'created', 'acknowledged', 'investigating', 'identified', 'mitigating', 'resolved', 'closed', 'reopened', 'escalated', ], } // ============================================================================= // SupportTicket // ============================================================================= /** * SupportTicket entity * * Customer support ticket. */ export const SupportTicket: Noun = { singular: 'support-ticket', plural: 'support-tickets', description: 'A customer support ticket', properties: { // Identity id: { type: 'string', description: 'Ticket ID', }, number: { type: 'string', optional: true, description: 'Ticket number', }, // Content subject: { type: 'string', description: 'Ticket subject', }, description: { type: 'string', optional: true, description: 'Ticket description', }, tags: { type: 'string', array: true, optional: true, description: 'Ticket tags', }, // Classification type: { type: 'string', description: 'Ticket type', examples: ['question', 'problem', 'feature-request', 'bug', 'task'], }, category: { type: 'string', optional: true, description: 'Ticket category', }, // Priority priority: { type: 'string', description: 'Ticket priority', examples: ['low', 'normal', 'high', 'urgent'], }, severity: { type: 'string', optional: true, description: 'Issue severity', examples: ['cosmetic', 'minor', 'major', 'critical'], }, // Channel channel: { type: 'string', optional: true, description: 'Ticket channel', examples: ['email', 'chat', 'phone', 'web', 'api', 'social'], }, // Assignment assignedTo: { type: 'string', optional: true, description: 'Assigned agent', }, assignedTeam: { type: 'string', optional: true, description: 'Assigned team', }, // SLA slaTarget: { type: 'date', optional: true, description: 'SLA target time', }, slaBreached: { type: 'boolean', optional: true, description: 'SLA was breached', }, firstResponseAt: { type: 'date', optional: true, description: 'First response time', }, // Resolution resolution: { type: 'string', optional: true, description: 'Resolution description', }, resolutionCode: { type: 'string', optional: true, description: 'Resolution code', examples: ['solved', 'not-a-bug', 'duplicate', 'wont-fix', 'by-design'], }, // Timeline createdAt: { type: 'date', optional: true, description: 'Creation time', }, updatedAt: { type: 'date', optional: true, description: 'Last update time', }, resolvedAt: { type: 'date', optional: true, description: 'Resolution time', }, closedAt: { type: 'date', optional: true, description: 'Closure time', }, // AI aiHandled: { type: 'boolean', optional: true, description: 'Handled by AI', }, aiSuggestedResolution: { type: 'string', optional: true, description: 'AI suggested resolution', }, aiConfidence: { type: 'number', optional: true, description: 'AI confidence score', }, // Satisfaction satisfactionScore: { type: 'number', optional: true, description: 'Customer satisfaction score', }, satisfactionComment: { type: 'string', optional: true, description: 'Satisfaction comment', }, // Status status: { type: 'string', description: 'Ticket status', examples: ['new', 'open', 'pending', 'on-hold', 'escalated', 'solved', 'closed'], }, }, relationships: { customer: { type: 'ServiceCustomer', description: 'Customer', }, service: { type: 'ProductizedService', required: false, description: 'Related service', }, incident: { type: 'ServiceIncident', required: false, description: 'Related incident', }, messages: { type: 'TicketMessage[]', description: 'Ticket messages', }, }, actions: [ 'create', 'assign', 'respond', 'escalate', 'solve', 'close', 'reopen', ], events: [ 'created', 'assigned', 'responded', 'escalated', 'solved', 'closed', 'reopened', 'ratedByCustomer', ], } // ============================================================================= // ServiceFeedback // ============================================================================= /** * ServiceFeedback entity * * Customer feedback on service. */ export const ServiceFeedback: Noun = { singular: 'service-feedback', plural: 'service-feedbacks', description: 'Customer feedback on a service', properties: { // Identity id: { type: 'string', description: 'Feedback ID', }, // Rating rating: { type: 'number', optional: true, description: 'Rating score (1-5)', }, npsScore: { type: 'number', optional: true, description: 'NPS score (0-10)', }, satisfactionScore: { type: 'number', optional: true, description: 'Satisfaction score (1-5)', }, // Content comment: { type: 'string', optional: true, description: 'Feedback comment', }, highlights: { type: 'string', array: true, optional: true, description: 'Positive highlights', }, improvements: { type: 'string', array: true, optional: true, description: 'Suggested improvements', }, // Type type: { type: 'string', description: 'Feedback type', examples: ['post-execution', 'periodic', 'exit', 'support', 'spontaneous'], }, trigger: { type: 'string', optional: true, description: 'What triggered feedback request', }, // Context context: { type: 'json', optional: true, description: 'Feedback context', }, // Sentiment sentiment: { type: 'string', optional: true, description: 'Detected sentiment', examples: ['positive', 'neutral', 'negative', 'mixed'], }, sentimentScore: { type: 'number', optional: true, description: 'Sentiment score (-1 to 1)', }, // Follow-up requiresFollowUp: { type: 'boolean', optional: true, description: 'Requires follow-up', }, followedUpAt: { type: 'date', optional: true, description: 'Follow-up date', }, // Dates submittedAt: { type: 'date', optional: true, description: 'Submission time', }, // Status status: { type: 'string', description: 'Feedback status', examples: ['submitted', 'reviewed', 'actioned', 'archived'], }, }, relationships: { customer: { type: 'ServiceCustomer', description: 'Customer', }, service: { type: 'ProductizedService', description: 'Service', }, execution: { type: 'ServiceExecution', required: false, description: 'Related execution', }, ticket: { type: 'SupportTicket', required: false, description: 'Related ticket', }, }, actions: [ 'submit', 'review', 'action', 'followUp', 'archive', ], events: [ 'submitted', 'reviewed', 'actioned', 'followedUp', 'archived', ], } // ============================================================================= // ServiceMetric // ============================================================================= /** * ServiceMetric entity * * Service performance metric. */ export const ServiceMetric: Noun = { singular: 'service-metric', plural: 'service-metrics', description: 'A service performance metric', properties: { // Identity name: { type: 'string', description: 'Metric name', }, description: { type: 'string', optional: true, description: 'Metric description', }, // Classification type: { type: 'string', description: 'Metric type', examples: ['counter', 'gauge', 'histogram', 'summary'], }, category: { type: 'string', optional: true, description: 'Metric category', examples: ['performance', 'reliability', 'usage', 'cost', 'quality'], }, // Value value: { type: 'number', optional: true, description: 'Current value', }, unit: { type: 'string', optional: true, description: 'Unit of measure', }, // Aggregation aggregation: { type: 'string', optional: true, description: 'Aggregation method', examples: ['sum', 'avg', 'min', 'max', 'p50', 'p95', 'p99', 'count'], }, windowDuration: { type: 'string', optional: true, description: 'Aggregation window', }, // Dimensions dimensions: { type: 'json', optional: true, description: 'Metric dimensions/labels', }, // Targets targetValue: { type: 'number', optional: true, description: 'Target value', }, warningThreshold: { type: 'number', optional: true, description: 'Warning threshold', }, criticalThreshold: { type: 'number', optional: true, description: 'Critical threshold', }, // Trends trend: { type: 'string', optional: true, description: 'Value trend', examples: ['improving', 'stable', 'degrading'], }, changePercent: { type: 'number', optional: true, description: 'Change percentage from previous period', }, // Timestamps lastUpdatedAt: { type: 'date', optional: true, description: 'Last update time', }, periodStart: { type: 'date', optional: true, description: 'Period start', }, periodEnd: { type: 'date', optional: true, description: 'Period end', }, // Status status: { type: 'string', description: 'Metric status', examples: ['healthy', 'warning', 'critical', 'unknown'], }, }, relationships: { service: { type: 'ProductizedService', description: 'Service measured', }, slo: { type: 'SLO', required: false, description: 'Related SLO', }, }, actions: [ 'create', 'update', 'record', 'aggregate', 'alert', ], events: [ 'created', 'updated', 'recorded', 'aggregated', 'thresholdExceeded', 'recovered', ], } // ============================================================================= // Exports // ============================================================================= export const OperationsEntities = { SLA, SLO, ServiceIncident, SupportTicket, ServiceFeedback, ServiceMetric, } export const OperationsCategories = { agreements: ['SLA', 'SLO'], incidents: ['ServiceIncident'], support: ['SupportTicket', 'ServiceFeedback'], metrics: ['ServiceMetric'], } as const