Support SLA Agent

No one types a time expression here. The phrase in 2 business days comes from a policy rule, and the anchor is the ticket creation timestamp. This shows Biruni in an automated pipeline — no chat, no LLM extraction. Business-day arithmetic uses the default us_federal calendar, so weekends and observed US Federal holidays are skipped automatically.

The agent

import httpx, os
from datetime import datetime, timezone

BIRUNI_URL = "https://biruni.dev/v1/resolve"


# ── Stubs: replace with your integrations ────────────────────

def build_expression(policy: dict) -> str:
    """
    Turn a policy rule into a Biruni expression.
    e.g. {"response_time": "2 business days"} → "in 2 business days"
    """
    return f"in {policy['response_time']}"

async def set_deadline(ticket_id: str, deadline: str):
    """Write the SLA deadline to your ticket system. (Zendesk, Jira ...)"""
    ...

async def escalate(ticket_id: str, reason: str):
    """Page on-call or notify a manager. (PagerDuty, Slack, email ...)"""
    ...


# ── Biruni integration ──────────────────────────────────────

async def resolve_time(phrase: str, tz: str, ref: str) -> dict:
    async with httpx.AsyncClient() as client:
        r = await client.post(
            BIRUNI_URL,
            headers={"Authorization": f"Bearer {os.environ['BIRUNI_API_KEY']}"},
            json={
                "expression": phrase,
                "reference_date": ref,
                "timezone": tz,
                "options": {"business_calendar": "us_federal"},
            },
        )
        r.raise_for_status()
        return r.json()


# ── Agent entry point ────────────────────────────────────────

async def handle(ticket_id: str, created_at: str, policy: dict, tz: str):
    expression = build_expression(policy)

    result = await resolve_time(expression, tz, ref=created_at[:10])

    if result["status"] != "resolved":
        await escalate(ticket_id, "Could not compute SLA deadline.")
        return

    deadline = datetime.fromisoformat(result["resolved"])
    await set_deadline(ticket_id, result["resolved"])

    if datetime.now(timezone.utc) > deadline:
        await escalate(ticket_id, "SLA already breached at ticket creation.")