policies.md

Policies

An SlaPolicy defines how an SLA should be calculated.

A policy controls the SLA duration and, when enabled, the business rules used to determine which periods count toward that duration.

Creating a policy

There are two ways to create a policy.

Predefined policies

SlaCalculator provides four factory methods:

SlaPolicy.Critical()
SlaPolicy.High()
SlaPolicy.Medium()
SlaPolicy.Low()

These provide sensible defaults:

Policy	Default duration
Critical	1 hour
High	4 hours
Medium	8 hours
Low	24 hours

Example:

var policy = SlaPolicy.High();

You can customize a predefined policy with the configure callback; only properties changed in the callback are overridden.

Custom policies

You can instantiate SlaPolicy directly when you need custom behaviour:

var policy = new SlaPolicy
{
    Id = "P1",
    Name = "Critical Support",
    AllowedDuration = TimeSpan.FromHours(2),
    UseBusinessHoursOnly = true,
    WarningThreshold = 0.75
};

This approach is useful when your application's SLA configuration does not map to the predefined tiers.

Customizing a predefined policy

Example of modifying the default Critical policy:

var policy = SlaPolicy.Critical(
    businessHoursOnly: true,
    configure: p =>
    {
        p.AllowedDuration = TimeSpan.FromHours(2);
        p.WarningThreshold = 0.75;
    });

Policy properties

• AllowedDuration — amount of applicable time allowed for the SLA. When UseBusinessHoursOnly is false, this is wall-clock time; when true, only business time counts.
• UseBusinessHoursOnly — whether to apply business hours, business days, and holidays.
• BusinessHoursStart / BusinessHoursEnd — define the daily business-hours window.
• BusinessDays — which days of the week count as business days.
• Holidays — dates to exclude from counting toward the SLA.
• WarningThreshold — fraction of allowed duration after which status becomes AtRisk (default 0.80).

Choosing an approach

• Use a predefined policy for standard priority tiers.
• Customize a predefined policy when the priority is meaningful but rules differ.
• Create a policy directly when your application has its own SLA model.

Examples:

var policy = SlaPolicy.High(
    businessHoursOnly: true,
    configure: p => { p.AllowedDuration = TimeSpan.FromHours(6); });

var custom = new SlaPolicy
{
    Id = "CUSTOMER-GOLD",
    Name = "Gold Customer",
    AllowedDuration = TimeSpan.FromHours(2),
    UseBusinessHoursOnly = true
};