front-sla-monitor

Archived. This repo was merged into 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

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

2. Create a Front API Token

Front > Settings > Developers > API tokens
Create a token with conversation read scope
Copy the token

3. Store Secrets in AWS

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

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

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

Check logs:

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)

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