front-sla-monitor/README.md

# front-sla-monitor

> **Archived.** This repo was merged into [front-integrations](https://github.com/Sea-Haven-Industries/front-integrations) on 2026-05-12. The SLA monitor handler was copied as-is into the unified stack. The standalone CloudFormation stack, secrets, and OIDC deploy role have been deleted.

---

Scheduled Lambda that monitors Front conversations for SLA breaches and sends tiered Slack alerts. Runs every 15 minutes during business hours (8 AM–5 PM ET, Mon-Fri).

## SLA Rules

| Tier | Threshold | Action |
|---|---|---|
| 1 | 1 business hour without reply | Slack DM the assignee, or post to #front-sla-alerts if unassigned |
| 2 | 1 business day without reply | Slack DM Adam |

Business time counts weekday hours only (Mon-Fri, Eastern time). The SLA clock pauses on Saturday and Sunday.

Alerts are only sent during business hours (8 AM–5 PM ET). If breaches accumulate overnight, the first morning run sends a single summary message to #front-sla-alerts instead of individual alerts.

## Architecture

```
EventBridge (every 15 min, 8 AM–5 PM ET, Mon-Fri)
    │
    ▼
Lambda (Python 3.12, arm64)
    │
    ├── Start date gate → skip before START_DATE
    ├── Business hours gate → skip outside 8 AM–5 PM ET
    │
    ├── Secrets Manager → front-sla-monitor/front-api-token
    ├── Secrets Manager → front-sla-monitor/slack-bot-token
    │
    ├── GET Front API /inboxes → filter to MONITOR_INBOXES
    ├── GET Front API /inboxes/{id}/conversations → open conversations (max 10 pages)
    │
    ├── DynamoDB (front-sla-alerts) → dedup + first-run-of-day detection
    │
    ├── Morning (first run) → summary message to #front-sla-alerts
    ├── Tier 1 → Slack DM assignee or #front-sla-alerts
    └── Tier 2 → Slack DM Adam
```

## AWS Resources

- **Stack:** `front-sla-monitor` (SAM, us-east-1)
- **Lambda:** `front-sla-monitor` — Python 3.12, arm64, 128 MB, 300s timeout, 60-day log retention
- **DynamoDB:** `front-sla-alerts` — tracks alert history per conversation + monitor state, 7-day TTL
- **EventBridge:** `cron(0/15 12-22 ? * MON-FRI *)` — every 15 min during business hours (UTC range covers EDT/EST)

## Setup

### 1. Create the Slack App

1. Go to https://api.slack.com/apps and create **Front SLA Monitor**
2. Add Bot Token Scopes: `chat:write`, `users:read.email`
3. Install the app to your workspace and copy the Bot User OAuth Token
4. Create the `#front-sla-alerts` channel and invite the bot (`/invite @Front SLA Monitor`)
5. Copy the channel ID (right-click channel name > View channel details)

### 2. Create a Front API Token

1. Front > Settings > Developers > API tokens
2. Create a token with conversation read scope
3. Copy the token

### 3. Store Secrets in AWS

```bash
aws secretsmanager create-secret \
  --name "front-sla-monitor/front-api-token" \
  --secret-string "YOUR_FRONT_API_TOKEN" \
  --region us-east-1

aws secretsmanager create-secret \
  --name "front-sla-monitor/slack-bot-token" \
  --secret-string "xoxb-YOUR-SLACK-BOT-TOKEN" \
  --region us-east-1
```

### 4. Deploy

```bash
sam build
sam deploy --guided
```

Or push to `main` to trigger the GitHub Actions deploy workflow.

### 5. GitHub Actions Secrets

| Secret | Value |
|---|---|
| `AWS_DEPLOY_ROLE_ARN` | Org-wide OIDC deploy role (already configured) |
| `SAM_PARAMETER_OVERRIDES` | `FrontApiTokenSecretArn=arn:... SlackBotTokenSecretArn=arn:... SlackAlertChannel=CXXXXXXXXXX` |

## Manual Testing

```bash
aws lambda invoke --function-name front-sla-monitor --payload '{}' /dev/stdout --region us-east-1
```

Check logs:

```bash
aws logs tail /aws/lambda/front-sla-monitor --follow --region us-east-1
```

## Configuration

| Environment Variable | Default | Description |
|---|---|---|
| `ACK_SLA_MINUTES` | 60 | Business minutes before Tier 1 alert |
| `ACTION_SLA_MINUTES` | 1440 | Business minutes before Tier 2 alert |
| `ADAM_EMAIL` | adam@seahavenind.com | Tier 2 escalation recipient |
| `SLACK_ALERT_CHANNEL` | — | Channel ID for broadcast alerts |
| `MONITOR_INBOXES` | Triage,California,West Coast,Central,East Coast,Vendors | Comma-separated inbox names to monitor (empty = all shared) |
| `START_DATE` | 2026-05-14 | Date when monitoring begins (YYYY-MM-DD, Eastern time) |