SLA 生命週期管理

osop_version: "1.0"
id: "sla-management"
name:"SLA 生命週期管理"
description:"定義條款 → 監控 → 定期回顧 → 違約升級 → 改善追蹤 → 續約。"

nodes:
  - id: "define_sla"
    type: "human"
    subtype: "input"
    name: "定義 SLA 條款"
    description: "議定 KPI：可用性、回應時間、解決時間及懲罰條款。"

  - id: "monitoring_setup"
    type: "system"
    name: "監控設定"
    description: "設定儀表板、告警閾值及自動化報告。"

  - id: "periodic_review"
    type: "human"
    subtype: "review"
    name: "定期 SLA 回顧"
    description: "雙方每月共同回顧指標是否達成目標。"

  - id: "breach_escalation"
    type: "event"
    name: "違約升級"
    description: "SLA 閾值觸發後，自動升級至客戶主管處理。"

  - id: "remediation"
    type: "human"
    subtype: "review"
    name: "改善追蹤"
    description: "根本原因分析、矯正行動計畫及折抵金額計算。"
    timeout_sec: 604800

  - id: "sla_renewal"
    type: "human"
    subtype: "review"
    name: "SLA 續約"
    description: "依過往績效數據每年重新協商。"
    security:
      approval_gate: true

edges:
  - from: "define_sla"
    to: "monitoring_setup"
    mode: "sequential"
  - from: "monitoring_setup"
    to: "periodic_review"
    mode: "sequential"
  - from: "monitoring_setup"
    to: "breach_escalation"
    mode: "conditional"
    when: "metric.breached == true"
  - from: "breach_escalation"
    to: "remediation"
    mode: "sequential"
  - from: "remediation"
    to: "monitoring_setup"
    mode: "loop"
    when: "remediation.resolved == true"
  - from: "periodic_review"
    to: "sla_renewal"
    mode: "conditional"
    when: "contract.expiry_approaching == true"