npm - @atlashub/smartstack - Versions diffs - 3.11.0 → 3.14.0 - Mend

@atlashub/smartstack 3.11.0 → 3.14.0

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1	- {"version":3,"file":"SlaDocPage-hLFLqLVa.js","sources":["../src/pages/system/docs/user/SlaDocPage.tsx"],"sourcesContent":["import { Link } from 'react-router-dom';\r\nimport { useTranslation } from 'react-i18next';\r\nimport {\r\n Clock,\r\n ArrowRight,\r\n AlertTriangle,\r\n CheckCircle,\r\n XCircle,\r\n Pause,\r\n Users,\r\n TrendingUp,\r\n Info,\r\n Shield,\r\n Bell,\r\n} from 'lucide-react';\r\n\r\n// SLA Configuration mock data for illustrations\r\nconst slaConfigs = [\r\n { priority: 'Critical', color: '#dc2626', responseTime: 15, resolutionTime: 120, status: 'Active' },\r\n { priority: 'High', color: '#f97316', responseTime: 30, resolutionTime: 240, status: 'Active' },\r\n { priority: 'Medium', color: '#eab308', responseTime: 60, resolutionTime: 480, status: 'Active' },\r\n { priority: 'Low', color: '#3b82f6', responseTime: 120, resolutionTime: 1440, status: 'Active' },\r\n];\r\n\r\nconst escalationRules = [\r\n { level: 'Supervisor', trigger: 'Response SLA Breached', delay: '0 minutes', status: 'Active' },\r\n { level: 'Manager', trigger: 'Resolution SLA Breached', delay: '30 minutes', status: 'Active' },\r\n { level: 'Director', trigger: 'Resolution SLA Breached', delay: '2 hours', status: 'Active' },\r\n];\r\n\r\nconst formatTime = (minutes: number) => {\r\n if (minutes >= 1440) return `${minutes / 1440}j`;\r\n if (minutes >= 60) return `${minutes / 60}h`;\r\n return `${minutes}min`;\r\n};\r\n\r\nexport function SlaDocPage() {\r\n const { t } = useTranslation('docs');\r\n\r\n return (\r\n <div className=\"space-y-8\">\r\n {/* Breadcrumb /}\r\n <div className=\"flex items-center gap-2 text-sm text-[var(--text-secondary)]\">\r\n <Link to=\"/system/docs\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.documentation')}</Link>\r\n <span>/</span>\r\n <Link to=\"/system/docs/user\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.user')}</Link>\r\n <span>/</span>\r\n <span>{t('support.sla.title')}</span>\r\n </div>\r\n\r\n {/ Header /}\r\n <div>\r\n <h1 className=\"text-3xl font-bold mb-4 flex items-center gap-3\">\r\n <Clock className=\"w-8 h-8 text-[var(--color-primary-600)]\" />\r\n {t('support.sla.title')}\r\n </h1>\r\n <p className=\"text-lg text-[var(--text-secondary)]\">\r\n {t('support.sla.subtitle')}\r\n </p>\r\n <div className=\"mt-4 flex items-center gap-2\">\r\n <span className=\"px-3 py-1 text-xs rounded-full bg-cyan-500/10 text-cyan-600 border border-cyan-500/20\">\r\n Support\r\n </span>\r\n <span className=\"px-3 py-1 text-xs rounded-full bg-purple-500/10 text-purple-600 border border-purple-500/20\">\r\n Administration\r\n </span>\r\n </div>\r\n </div>\r\n\r\n {/ Table of contents /}\r\n <div className=\"card p-4 bg-[var(--bg-secondary)]\">\r\n <h3 className=\"font-semibold mb-3\">Table des matieres</h3>\r\n <div className=\"grid grid-cols-2 md:grid-cols-4 gap-2 text-sm\">\r\n <a href=\"#introduction\" className=\"text-[var(--color-primary-600)] hover:underline\">1. Introduction</a>\r\n <a href=\"#access\" className=\"text-[var(--color-primary-600)] hover:underline\">2. Acces au module</a>\r\n <a href=\"#performance\" className=\"text-[var(--color-primary-600)] hover:underline\">3. Performance SLA</a>\r\n <a href=\"#configuration\" className=\"text-[var(--color-primary-600)] hover:underline\">4. Configuration</a>\r\n <a href=\"#escalation\" className=\"text-[var(--color-primary-600)] hover:underline\">5. Regles d'escalade</a>\r\n <a href=\"#indicators\" className=\"text-[var(--color-primary-600)] hover:underline\">6. Indicateurs</a>\r\n <a href=\"#faq\" className=\"text-[var(--color-primary-600)] hover:underline\">7. FAQ</a>\r\n <a href=\"#api\" className=\"text-[var(--color-primary-600)] hover:underline\">8. Reference API</a>\r\n </div>\r\n </div>\r\n\r\n {/ Section 1: Introduction /}\r\n <section id=\"introduction\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 1\">1</span>\r\n Introduction\r\n </h2>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Qu'est-ce qu'un SLA ?</h3>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n Un <strong>SLA (Service Level Agreement)</strong> est un contrat definissant les niveaux de service garantis.\r\n Dans le contexte du support, il definit :\r\n </p>\r\n\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 gap-4\">\r\n <div className=\"p-4 rounded-lg bg-[var(--bg-secondary)] border-l-4 border-blue-500\">\r\n <div className=\"flex items-center gap-2 font-semibold mb-2\">\r\n <Clock className=\"w-4 h-4 text-blue-500\" />\r\n Temps de reponse\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Delai maximum pour la premiere reponse d'un agent apres creation du ticket\r\n </p>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-[var(--bg-secondary)] border-l-4 border-green-500\">\r\n <div className=\"flex items-center gap-2 font-semibold mb-2\">\r\n <CheckCircle className=\"w-4 h-4 text-green-500\" />\r\n Temps de resolution\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Delai maximum pour resoudre completement et fermer le ticket\r\n </p>\r\n </div>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Pourquoi configurer les SLA ?</h3>\r\n <div className=\"grid grid-cols-2 md:grid-cols-4 gap-4\">\r\n <div className=\"text-center p-4\">\r\n <Shield className=\"w-8 h-8 mx-auto text-[var(--color-primary-600)] mb-2\" />\r\n <div className=\"font-medium\">Qualite de service</div>\r\n <p className=\"text-xs text-[var(--text-tertiary)]\">Delais previsibles</p>\r\n </div>\r\n <div className=\"text-center p-4\">\r\n <TrendingUp className=\"w-8 h-8 mx-auto text-[var(--color-primary-600)] mb-2\" />\r\n <div className=\"font-medium\">Priorisation</div>\r\n <p className=\"text-xs text-[var(--text-tertiary)]\">Tickets urgents en premier</p>\r\n </div>\r\n <div className=\"text-center p-4\">\r\n <Users className=\"w-8 h-8 mx-auto text-[var(--color-primary-600)] mb-2\" />\r\n <div className=\"font-medium\">Performance</div>\r\n <p className=\"text-xs text-[var(--text-tertiary)]\">Suivi de l'equipe</p>\r\n </div>\r\n <div className=\"text-center p-4\">\r\n <Bell className=\"w-8 h-8 mx-auto text-[var(--color-primary-600)] mb-2\" />\r\n <div className=\"font-medium\">Escalade</div>\r\n <p className=\"text-xs text-[var(--text-tertiary)]\">Alertes automatiques</p>\r\n </div>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/ Section 2: Access /}\r\n <section id=\"access\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 2\">2</span>\r\n Acces au module\r\n </h2>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Navigation</h3>\r\n <div className=\"flex items-center gap-2 p-3 bg-[var(--bg-secondary)] rounded-lg font-mono text-sm\">\r\n <span className=\"text-[var(--text-tertiary)]\">Support</span>\r\n <ArrowRight className=\"w-4 h-4 text-[var(--text-tertiary)]\" />\r\n <span className=\"text-[var(--text-tertiary)]\">Administration</span>\r\n <ArrowRight className=\"w-4 h-4 text-[var(--text-tertiary)]\" />\r\n <span className=\"text-[var(--color-primary-600)] font-semibold\">SLA Configuration</span>\r\n </div>\r\n <div className=\"mt-3 text-sm\">\r\n <strong>URL :</strong> <code className=\"px-2 py-1 bg-[var(--bg-secondary)] rounded\">/support/admin/sla</code>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Permissions requises</h3>\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <th className=\"text-left py-2\">Permission</th>\r\n <th className=\"text-left py-2\">Code</th>\r\n <th className=\"text-left py-2\">Description</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\">Voir SLA</td>\r\n <td className=\"py-2\"><code className=\"px-2 py-0.5 bg-[var(--bg-secondary)] rounded text-xs\">support.sla.read</code></td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Consulter les configurations</td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2\">Modifier SLA</td>\r\n <td className=\"py-2\"><code className=\"px-2 py-0.5 bg-[var(--bg-secondary)] rounded text-xs\">support.sla.update</code></td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Modifier les temps</td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n </section>\r\n\r\n {/ Section 3: Performance SLA /}\r\n <section id=\"performance\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 3\">3</span>\r\n Performance SLA\r\n </h2>\r\n\r\n {/ Mock Performance Card /}\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Current SLA Performance</h3>\r\n <div className=\"grid grid-cols-2 md:grid-cols-4 gap-4 mb-4\">\r\n <div className=\"p-4 rounded-lg bg-[var(--bg-secondary)] text-center\">\r\n <div className=\"text-2xl font-bold\">125</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Total Tickets</div>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-green-500/10 text-center\">\r\n <div className=\"text-2xl font-bold text-green-600\">112</div>\r\n <div className=\"text-sm text-green-600\">Within SLA</div>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-red-500/10 text-center\">\r\n <div className=\"text-2xl font-bold text-red-600\">13</div>\r\n <div className=\"text-sm text-red-600\">Breached</div>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-green-500/10 text-center\">\r\n <div className=\"text-2xl font-bold text-green-600\">89.6%</div>\r\n <div className=\"text-sm text-green-600\">Compliance</div>\r\n </div>\r\n </div>\r\n <div className=\"flex flex-wrap gap-2\">\r\n <span className=\"text-sm text-[var(--text-secondary)]\">Breaches by Priority:</span>\r\n <span className=\"px-2 py-1 text-xs rounded bg-red-600 text-white\">Critical: 2</span>\r\n <span className=\"px-2 py-1 text-xs rounded bg-orange-500 text-white\">High: 5</span>\r\n <span className=\"px-2 py-1 text-xs rounded bg-yellow-500 text-black\">Medium: 4</span>\r\n <span className=\"px-2 py-1 text-xs rounded bg-blue-500 text-white\">Low: 2</span>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Metriques expliquees</h3>\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <th className=\"text-left py-2\">Metrique</th>\r\n <th className=\"text-left py-2\">Description</th>\r\n <th className=\"text-left py-2\">Couleur</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 font-medium\">Total Tickets</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Nombre total de tickets dans la periode</td>\r\n <td className=\"py-2\"><span className=\"w-3 h-3 inline-block rounded bg-gray-400\"></span> Neutre</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 font-medium\">Within SLA</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Tickets traites dans les delais</td>\r\n <td className=\"py-2\"><span className=\"w-3 h-3 inline-block rounded bg-green-500\"></span> Vert</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 font-medium\">Breached</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Tickets ayant depasse le SLA</td>\r\n <td className=\"py-2\"><span className=\"w-3 h-3 inline-block rounded bg-red-500\"></span> Rouge</td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2 font-medium\">Compliance %</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Pourcentage de conformite (objectif > 90%)</td>\r\n <td className=\"py-2\"><span className=\"w-3 h-3 inline-block rounded bg-green-500\"></span> Vert si ≥90%</td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n </section>\r\n\r\n {/ Section 4: Configuration /}\r\n <section id=\"configuration\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 4\">4</span>\r\n Configuration des temps\r\n </h2>\r\n\r\n {/ Mock Configuration Table /}\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Response & Resolution Times</h3>\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-3 px-4\">Priority</th>\r\n <th className=\"text-left py-3 px-4\">Response Time</th>\r\n <th className=\"text-left py-3 px-4\">Resolution Time</th>\r\n <th className=\"text-left py-3 px-4\">Status</th>\r\n <th className=\"text-left py-3 px-4\">Actions</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n {slaConfigs.map((config, idx) => (\r\n <tr key={config.priority} className={idx % 2 === 1 ? 'bg-[var(--bg-secondary)]/50' : ''}>\r\n <td className=\"py-3 px-4\">\r\n <div className=\"flex items-center gap-2\">\r\n <span className=\"w-3 h-3 rounded-full\" style={{ backgroundColor: config.color }}></span>\r\n {config.priority}\r\n </div>\r\n </td>\r\n <td className=\"py-3 px-4\">\r\n <div className=\"flex items-center gap-2\">\r\n <input\r\n type=\"text\"\r\n value={config.responseTime}\r\n readOnly\r\n className=\"w-16 px-2 py-1 bg-[var(--bg-secondary)] border border-[var(--border-color)] rounded text-center\"\r\n />\r\n <span className=\"text-[var(--text-tertiary)]\">min ({formatTime(config.responseTime)})</span>\r\n </div>\r\n </td>\r\n <td className=\"py-3 px-4\">\r\n <div className=\"flex items-center gap-2\">\r\n <input\r\n type=\"text\"\r\n value={config.resolutionTime}\r\n readOnly\r\n className=\"w-16 px-2 py-1 bg-[var(--bg-secondary)] border border-[var(--border-color)] rounded text-center\"\r\n />\r\n <span className=\"text-[var(--text-tertiary)]\">min ({formatTime(config.resolutionTime)})</span>\r\n </div>\r\n </td>\r\n <td className=\"py-3 px-4\">\r\n <span className=\"px-2 py-1 text-xs rounded-full bg-green-500/10 text-green-600\">\r\n {config.status}\r\n </span>\r\n </td>\r\n <td className=\"py-3 px-4\">\r\n <button className=\"px-3 py-1 text-xs bg-[var(--bg-tertiary)] text-[var(--text-tertiary)] rounded\">\r\n Save\r\n </button>\r\n </td>\r\n </tr>\r\n ))}\r\n </tbody>\r\n </table>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Valeurs recommandees</h3>\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <th className=\"text-left py-2\">Priorite</th>\r\n <th className=\"text-left py-2\">Temps de reponse</th>\r\n <th className=\"text-left py-2\">Temps de resolution</th>\r\n <th className=\"text-left py-2\">Cas d'usage</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"flex items-center gap-2\"><span className=\"w-3 h-3 rounded-full bg-red-600\"></span> Critical</span></td>\r\n <td className=\"py-2\">15 minutes</td>\r\n <td className=\"py-2\">2 heures</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Systeme en panne, perte de donnees</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"flex items-center gap-2\"><span className=\"w-3 h-3 rounded-full bg-orange-500\"></span> High</span></td>\r\n <td className=\"py-2\">30 minutes</td>\r\n <td className=\"py-2\">4 heures</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Fonctionnalite majeure indisponible</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"flex items-center gap-2\"><span className=\"w-3 h-3 rounded-full bg-yellow-500\"></span> Medium</span></td>\r\n <td className=\"py-2\">1 heure</td>\r\n <td className=\"py-2\">8 heures</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Probleme impactant le travail</td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2\"><span className=\"flex items-center gap-2\"><span className=\"w-3 h-3 rounded-full bg-blue-500\"></span> Low</span></td>\r\n <td className=\"py-2\">2 heures</td>\r\n <td className=\"py-2\">24 heures</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Question, demande d'information</td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n\r\n <div className=\"p-4 rounded-lg bg-amber-500/10 border border-amber-500/20 flex items-start gap-3\">\r\n <AlertTriangle className=\"w-5 h-5 text-amber-600 flex-shrink-0 mt-0.5\" />\r\n <div>\r\n <div className=\"font-medium text-amber-600\">Contrainte de validation</div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Le temps de reponse doit toujours etre inferieur ou egal au temps de resolution.\r\n <br />\r\n <span className=\"text-red-500\">Exemple invalide : Response = 120 min, Resolution = 60 min</span>\r\n </p>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/ Section 5: Escalation /}\r\n <section id=\"escalation\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 5\">5</span>\r\n Regles d'escalade\r\n </h2>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Escalation Rules</h3>\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-3 px-4\">Level</th>\r\n <th className=\"text-left py-3 px-4\">Trigger</th>\r\n <th className=\"text-left py-3 px-4\">Delay After Breach</th>\r\n <th className=\"text-left py-3 px-4\">Status</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n {escalationRules.map((rule, idx) => (\r\n <tr key={rule.level} className={idx % 2 === 1 ? 'bg-[var(--bg-secondary)]/50' : ''}>\r\n <td className=\"py-3 px-4 font-medium\">{rule.level}</td>\r\n <td className=\"py-3 px-4\">\r\n <span className=\"px-2 py-1 text-xs rounded bg-red-500/10 text-red-600\">\r\n {rule.trigger}\r\n </span>\r\n </td>\r\n <td className=\"py-3 px-4\">{rule.delay}</td>\r\n <td className=\"py-3 px-4\">\r\n <span className=\"px-2 py-1 text-xs rounded-full bg-green-500/10 text-green-600\">\r\n {rule.status}\r\n </span>\r\n </td>\r\n </tr>\r\n ))}\r\n </tbody>\r\n </table>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Flux d'escalade</h3>\r\n <div className=\"space-y-4\">\r\n <div className=\"flex items-center gap-4\">\r\n <div className=\"w-32 text-sm font-medium\">Ticket cree</div>\r\n <div className=\"flex-1 h-2 bg-[var(--bg-secondary)] rounded\"></div>\r\n </div>\r\n <div className=\"flex items-center gap-4\">\r\n <div className=\"w-32 text-sm text-[var(--text-secondary)]\">30 min</div>\r\n <div className=\"flex-1 flex items-center gap-2\">\r\n <XCircle className=\"w-4 h-4 text-red-500\" />\r\n <span className=\"text-sm text-red-500\">Response SLA Breached</span>\r\n <ArrowRight className=\"w-4 h-4 text-[var(--text-tertiary)]\" />\r\n <span className=\"px-2 py-1 text-xs rounded bg-blue-500/10 text-blue-600\">Supervisor alerte</span>\r\n </div>\r\n </div>\r\n <div className=\"flex items-center gap-4\">\r\n <div className=\"w-32 text-sm text-[var(--text-secondary)]\">4 heures</div>\r\n <div className=\"flex-1 flex items-center gap-2\">\r\n <XCircle className=\"w-4 h-4 text-red-500\" />\r\n <span className=\"text-sm text-red-500\">Resolution SLA Breached</span>\r\n <ArrowRight className=\"w-4 h-4 text-[var(--text-tertiary)]\" />\r\n <span className=\"px-2 py-1 text-xs rounded bg-yellow-500/10 text-yellow-600\">Manager alerte (+30min)</span>\r\n </div>\r\n </div>\r\n <div className=\"flex items-center gap-4\">\r\n <div className=\"w-32 text-sm text-[var(--text-secondary)]\">+2 heures</div>\r\n <div className=\"flex-1 flex items-center gap-2\">\r\n <span className=\"px-2 py-1 text-xs rounded bg-pink-500/10 text-pink-600\">Director alerte</span>\r\n </div>\r\n </div>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/ Section 6: Indicators /}\r\n <section id=\"indicators\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 6\">6</span>\r\n Indicateurs SLA\r\n </h2>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Badge SLA compact</h3>\r\n <p className=\"text-sm text-[var(--text-secondary)] mb-4\">\r\n Sur les listes de tickets, un indicateur compact montre l'etat SLA :\r\n </p>\r\n <div className=\"grid grid-cols-2 md:grid-cols-4 gap-4\">\r\n <div className=\"p-4 rounded-lg bg-green-500/10 border border-green-500/20 text-center\">\r\n <CheckCircle className=\"w-6 h-6 text-green-500 mx-auto mb-2\" />\r\n <div className=\"font-medium text-green-600\">Within SLA</div>\r\n <div className=\"text-xs text-[var(--text-tertiary)]\">Dans les delais</div>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-yellow-500/10 border border-yellow-500/20 text-center\">\r\n <AlertTriangle className=\"w-6 h-6 text-yellow-500 mx-auto mb-2\" />\r\n <div className=\"font-medium text-yellow-600\">Warning</div>\r\n <div className=\"text-xs text-[var(--text-tertiary)]\">>75% du temps</div>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-red-500/10 border border-red-500/20 text-center\">\r\n <XCircle className=\"w-6 h-6 text-red-500 mx-auto mb-2\" />\r\n <div className=\"font-medium text-red-600\">Breached</div>\r\n <div className=\"text-xs text-[var(--text-tertiary)]\">SLA depasse</div>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-gray-500/10 border border-gray-500/20 text-center\">\r\n <Pause className=\"w-6 h-6 text-gray-500 mx-auto mb-2\" />\r\n <div className=\"font-medium text-gray-600\">Paused</div>\r\n <div className=\"text-xs text-[var(--text-tertiary)]\">Ticket On Hold</div>\r\n </div>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Badge SLA detaille</h3>\r\n <div className=\"max-w-md\">\r\n <div className=\"border border-green-500 rounded-lg overflow-hidden\">\r\n <div className=\"bg-green-500/10 px-4 py-2 flex items-center justify-between\">\r\n <span className=\"font-medium text-green-600\">Within SLA</span>\r\n <CheckCircle className=\"w-4 h-4 text-green-500\" />\r\n </div>\r\n <div className=\"p-4 space-y-3\">\r\n <div className=\"flex justify-between text-sm\">\r\n <span className=\"text-[var(--text-secondary)]\">Response</span>\r\n <span className=\"text-green-600\">Completed ✓</span>\r\n </div>\r\n <div className=\"flex justify-between text-sm\">\r\n <span className=\"text-[var(--text-secondary)]\">Resolution</span>\r\n <span className=\"font-medium\">2h 15m</span>\r\n </div>\r\n <div className=\"space-y-1\">\r\n <div className=\"h-2 bg-[var(--bg-secondary)] rounded-full overflow-hidden\">\r\n <div className=\"h-full w-[35%] bg-green-500 rounded-full\"></div>\r\n </div>\r\n <div className=\"text-xs text-[var(--text-tertiary)]\">35% du temps utilise</div>\r\n </div>\r\n </div>\r\n </div>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Etats de la barre de progression</h3>\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <th className=\"text-left py-2\">% utilise</th>\r\n <th className=\"text-left py-2\">Couleur</th>\r\n <th className=\"text-left py-2\">Signification</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\">0-74%</td>\r\n <td className=\"py-2\"><span className=\"w-16 h-2 inline-block rounded bg-green-500\"></span></td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Confortable</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\">75-89%</td>\r\n <td className=\"py-2\"><span className=\"w-16 h-2 inline-block rounded bg-yellow-500\"></span></td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Attention requise</td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2\">90-100%</td>\r\n <td className=\"py-2\"><span className=\"w-16 h-2 inline-block rounded bg-red-500\"></span></td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Urgent</td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n </section>\r\n\r\n {/ Section 7: FAQ /}\r\n <section id=\"faq\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 7\">7</span>\r\n FAQ\r\n </h2>\r\n\r\n <div className=\"space-y-4\">\r\n {[\r\n {\r\n q: \"Puis-je desactiver le SLA pour certains tickets ?\",\r\n a: \"Le SLA s'applique automatiquement a tous les tickets selon leur priorite. Pour \\\"desactiver\\\" temporairement le SLA, placez le ticket en statut On Hold ce qui met les compteurs en pause.\"\r\n },\r\n {\r\n q: \"Comment sont calculees les metriques de conformite ?\",\r\n a: \"Compliance % = (Tickets Within SLA / Total Tickets) x 100. Un ticket est considere \\\"Within SLA\\\" si la premiere reponse ET la resolution ont ete effectuees dans les delais configures.\"\r\n },\r\n {\r\n q: \"Que se passe-t-il quand un ticket est escalade ?\",\r\n a: \"Le niveau d'escalade est mis a jour, une notification est envoyee au role responsable, une entree est ajoutee dans l'historique, et le ticket apparait dans le tableau de bord d'escalade.\"\r\n },\r\n {\r\n q: \"Les weekends sont-ils comptes dans le SLA ?\",\r\n a: \"Dans la configuration actuelle, le SLA compte en temps calendaire continu (24/7). Le temps pause uniquement quand le ticket est mis en \\\"On Hold\\\".\"\r\n }\r\n ].map((faq, idx) => (\r\n <div key={faq.q} className=\"card p-4\">\r\n <div className=\"font-medium mb-2\">Q{idx + 1}: {faq.q}</div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">{faq.a}</p>\r\n </div>\r\n ))}\r\n </div>\r\n </section>\r\n\r\n {/ Section 8: API Reference /}\r\n <section id=\"api\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 8\">8</span>\r\n Reference API\r\n </h2>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Endpoints SLA</h3>\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm font-mono\">\r\n <thead>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <th className=\"text-left py-2\">Methode</th>\r\n <th className=\"text-left py-2\">Endpoint</th>\r\n <th className=\"text-left py-2 font-sans\">Description</th>\r\n </tr>\r\n </thead>\r\n <tbody className=\"text-xs\">\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"px-2 py-0.5 rounded bg-green-500/10 text-green-600\">GET</span></td>\r\n <td className=\"py-2\">/api/support/sla/configurations</td>\r\n <td className=\"py-2 font-sans text-[var(--text-secondary)]\">Liste toutes les configurations</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"px-2 py-0.5 rounded bg-blue-500/10 text-blue-600\">PUT</span></td>\r\n <td className=\"py-2\">/api/support/sla/configurations/{'{priority}'}</td>\r\n <td className=\"py-2 font-sans text-[var(--text-secondary)]\">Met a jour une configuration</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"px-2 py-0.5 rounded bg-green-500/10 text-green-600\">GET</span></td>\r\n <td className=\"py-2\">/api/support/sla/escalation-rules</td>\r\n <td className=\"py-2 font-sans text-[var(--text-secondary)]\">Liste les regles d'escalade</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"px-2 py-0.5 rounded bg-green-500/10 text-green-600\">GET</span></td>\r\n <td className=\"py-2\">/api/support/sla/breached</td>\r\n <td className=\"py-2 font-sans text-[var(--text-secondary)]\">Liste les tickets en violation</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"px-2 py-0.5 rounded bg-green-500/10 text-green-600\">GET</span></td>\r\n <td className=\"py-2\">/api/support/sla/metrics</td>\r\n <td className=\"py-2 font-sans text-[var(--text-secondary)]\">Recupere les metriques SLA</td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2\"><span className=\"px-2 py-0.5 rounded bg-yellow-500/10 text-yellow-600\">POST</span></td>\r\n <td className=\"py-2\">/api/support/sla/tickets/{'{ticketId}'}/escalate</td>\r\n <td className=\"py-2 font-sans text-[var(--text-secondary)]\">Escalade manuelle</td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/ Info box /}\r\n <div className=\"p-4 rounded-lg bg-blue-500/10 border border-blue-500/20 flex items-start gap-3\">\r\n <Info className=\"w-5 h-5 text-blue-600 flex-shrink-0 mt-0.5\" />\r\n <div>\r\n <div className=\"font-medium text-blue-600\">About SLA Configuration</div>\r\n <ul className=\"text-sm text-[var(--text-secondary)] mt-1 space-y-1\">\r\n <li>Response Time: Maximum time allowed for first agent response</li>\r\n <li>Resolution Time: Maximum time allowed to fully resolve ticket</li>\r\n <li>SLA Pause: Timers automatically pause when ticket is On Hold</li>\r\n <li>Escalation: Breached tickets are automatically escalated</li>\r\n </ul>\r\n </div>\r\n </div>\r\n\r\n {/ 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1	+ {"version":3,"file":"SlaDocPage-hLFLqLVa.js","sources":["../src/pages/system/docs/user/SlaDocPage.tsx"],"sourcesContent":["import type { ReactElement } from 'react';\nimport { Link } from 'react-router-dom';\r\nimport { useTranslation } from 'react-i18next';\r\nimport {\r\n Clock,\r\n ArrowRight,\r\n AlertTriangle,\r\n CheckCircle,\r\n XCircle,\r\n Pause,\r\n Users,\r\n TrendingUp,\r\n Info,\r\n Shield,\r\n Bell,\r\n} from 'lucide-react';\r\n\r\n// SLA Configuration mock data for illustrations\r\nconst slaConfigs = [\r\n { priority: 'Critical', color: '#dc2626', responseTime: 15, resolutionTime: 120, status: 'Active' },\r\n { priority: 'High', color: '#f97316', responseTime: 30, resolutionTime: 240, status: 'Active' },\r\n { priority: 'Medium', color: '#eab308', responseTime: 60, resolutionTime: 480, status: 'Active' },\r\n { priority: 'Low', color: '#3b82f6', responseTime: 120, resolutionTime: 1440, status: 'Active' },\r\n];\r\n\r\nconst escalationRules = [\r\n { level: 'Supervisor', trigger: 'Response SLA Breached', delay: '0 minutes', status: 'Active' },\r\n { level: 'Manager', trigger: 'Resolution SLA Breached', delay: '30 minutes', status: 'Active' },\r\n { level: 'Director', trigger: 'Resolution SLA Breached', delay: '2 hours', status: 'Active' },\r\n];\r\n\r\nconst formatTime = (minutes: number) => {\r\n if (minutes >= 1440) return `${minutes / 1440}j`;\r\n if (minutes >= 60) return `${minutes / 60}h`;\r\n return `${minutes}min`;\r\n};\r\n\r\nexport function SlaDocPage(): ReactElement {\r\n const { t } = useTranslation('docs');\r\n\r\n return (\r\n <div className=\"space-y-8\">\r\n {/* Breadcrumb /}\r\n <div className=\"flex items-center gap-2 text-sm text-[var(--text-secondary)]\">\r\n <Link to=\"/system/docs\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.documentation')}</Link>\r\n <span>/</span>\r\n <Link to=\"/system/docs/user\" className=\"hover:text-[var(--color-primary-600)]\">{t('breadcrumb.user')}</Link>\r\n <span>/</span>\r\n <span>{t('support.sla.title')}</span>\r\n </div>\r\n\r\n {/ Header /}\r\n <div>\r\n <h1 className=\"text-3xl font-bold mb-4 flex items-center gap-3\">\r\n <Clock className=\"w-8 h-8 text-[var(--color-primary-600)]\" />\r\n {t('support.sla.title')}\r\n </h1>\r\n <p className=\"text-lg text-[var(--text-secondary)]\">\r\n {t('support.sla.subtitle')}\r\n </p>\r\n <div className=\"mt-4 flex items-center gap-2\">\r\n <span className=\"px-3 py-1 text-xs rounded-full bg-cyan-500/10 text-cyan-600 border border-cyan-500/20\">\r\n Support\r\n </span>\r\n <span className=\"px-3 py-1 text-xs rounded-full bg-purple-500/10 text-purple-600 border border-purple-500/20\">\r\n Administration\r\n </span>\r\n </div>\r\n </div>\r\n\r\n {/ Table of contents /}\r\n <div className=\"card p-4 bg-[var(--bg-secondary)]\">\r\n <h3 className=\"font-semibold mb-3\">Table des matieres</h3>\r\n <div className=\"grid grid-cols-2 md:grid-cols-4 gap-2 text-sm\">\r\n <a href=\"#introduction\" className=\"text-[var(--color-primary-600)] hover:underline\">1. Introduction</a>\r\n <a href=\"#access\" className=\"text-[var(--color-primary-600)] hover:underline\">2. Acces au module</a>\r\n <a href=\"#performance\" className=\"text-[var(--color-primary-600)] hover:underline\">3. Performance SLA</a>\r\n <a href=\"#configuration\" className=\"text-[var(--color-primary-600)] hover:underline\">4. Configuration</a>\r\n <a href=\"#escalation\" className=\"text-[var(--color-primary-600)] hover:underline\">5. Regles d'escalade</a>\r\n <a href=\"#indicators\" className=\"text-[var(--color-primary-600)] hover:underline\">6. Indicateurs</a>\r\n <a href=\"#faq\" className=\"text-[var(--color-primary-600)] hover:underline\">7. FAQ</a>\r\n <a href=\"#api\" className=\"text-[var(--color-primary-600)] hover:underline\">8. Reference API</a>\r\n </div>\r\n </div>\r\n\r\n {/ Section 1: Introduction /}\r\n <section id=\"introduction\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 1\">1</span>\r\n Introduction\r\n </h2>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Qu'est-ce qu'un SLA ?</h3>\r\n <p className=\"text-[var(--text-secondary)] mb-4\">\r\n Un <strong>SLA (Service Level Agreement)</strong> est un contrat definissant les niveaux de service garantis.\r\n Dans le contexte du support, il definit :\r\n </p>\r\n\r\n <div className=\"grid grid-cols-1 md:grid-cols-2 gap-4\">\r\n <div className=\"p-4 rounded-lg bg-[var(--bg-secondary)] border-l-4 border-blue-500\">\r\n <div className=\"flex items-center gap-2 font-semibold mb-2\">\r\n <Clock className=\"w-4 h-4 text-blue-500\" />\r\n Temps de reponse\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Delai maximum pour la premiere reponse d'un agent apres creation du ticket\r\n </p>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-[var(--bg-secondary)] border-l-4 border-green-500\">\r\n <div className=\"flex items-center gap-2 font-semibold mb-2\">\r\n <CheckCircle className=\"w-4 h-4 text-green-500\" />\r\n Temps de resolution\r\n </div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Delai maximum pour resoudre completement et fermer le ticket\r\n </p>\r\n </div>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Pourquoi configurer les SLA ?</h3>\r\n <div className=\"grid grid-cols-2 md:grid-cols-4 gap-4\">\r\n <div className=\"text-center p-4\">\r\n <Shield className=\"w-8 h-8 mx-auto text-[var(--color-primary-600)] mb-2\" />\r\n <div className=\"font-medium\">Qualite de service</div>\r\n <p className=\"text-xs text-[var(--text-tertiary)]\">Delais previsibles</p>\r\n </div>\r\n <div className=\"text-center p-4\">\r\n <TrendingUp className=\"w-8 h-8 mx-auto text-[var(--color-primary-600)] mb-2\" />\r\n <div className=\"font-medium\">Priorisation</div>\r\n <p className=\"text-xs text-[var(--text-tertiary)]\">Tickets urgents en premier</p>\r\n </div>\r\n <div className=\"text-center p-4\">\r\n <Users className=\"w-8 h-8 mx-auto text-[var(--color-primary-600)] mb-2\" />\r\n <div className=\"font-medium\">Performance</div>\r\n <p className=\"text-xs text-[var(--text-tertiary)]\">Suivi de l'equipe</p>\r\n </div>\r\n <div className=\"text-center p-4\">\r\n <Bell className=\"w-8 h-8 mx-auto text-[var(--color-primary-600)] mb-2\" />\r\n <div className=\"font-medium\">Escalade</div>\r\n <p className=\"text-xs text-[var(--text-tertiary)]\">Alertes automatiques</p>\r\n </div>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/ Section 2: Access /}\r\n <section id=\"access\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 2\">2</span>\r\n Acces au module\r\n </h2>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Navigation</h3>\r\n <div className=\"flex items-center gap-2 p-3 bg-[var(--bg-secondary)] rounded-lg font-mono text-sm\">\r\n <span className=\"text-[var(--text-tertiary)]\">Support</span>\r\n <ArrowRight className=\"w-4 h-4 text-[var(--text-tertiary)]\" />\r\n <span className=\"text-[var(--text-tertiary)]\">Administration</span>\r\n <ArrowRight className=\"w-4 h-4 text-[var(--text-tertiary)]\" />\r\n <span className=\"text-[var(--color-primary-600)] font-semibold\">SLA Configuration</span>\r\n </div>\r\n <div className=\"mt-3 text-sm\">\r\n <strong>URL :</strong> <code className=\"px-2 py-1 bg-[var(--bg-secondary)] rounded\">/support/admin/sla</code>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Permissions requises</h3>\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <th className=\"text-left py-2\">Permission</th>\r\n <th className=\"text-left py-2\">Code</th>\r\n <th className=\"text-left py-2\">Description</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\">Voir SLA</td>\r\n <td className=\"py-2\"><code className=\"px-2 py-0.5 bg-[var(--bg-secondary)] rounded text-xs\">support.sla.read</code></td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Consulter les configurations</td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2\">Modifier SLA</td>\r\n <td className=\"py-2\"><code className=\"px-2 py-0.5 bg-[var(--bg-secondary)] rounded text-xs\">support.sla.update</code></td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Modifier les temps</td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n </section>\r\n\r\n {/ Section 3: Performance SLA /}\r\n <section id=\"performance\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 3\">3</span>\r\n Performance SLA\r\n </h2>\r\n\r\n {/ Mock Performance Card /}\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Current SLA Performance</h3>\r\n <div className=\"grid grid-cols-2 md:grid-cols-4 gap-4 mb-4\">\r\n <div className=\"p-4 rounded-lg bg-[var(--bg-secondary)] text-center\">\r\n <div className=\"text-2xl font-bold\">125</div>\r\n <div className=\"text-sm text-[var(--text-secondary)]\">Total Tickets</div>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-green-500/10 text-center\">\r\n <div className=\"text-2xl font-bold text-green-600\">112</div>\r\n <div className=\"text-sm text-green-600\">Within SLA</div>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-red-500/10 text-center\">\r\n <div className=\"text-2xl font-bold text-red-600\">13</div>\r\n <div className=\"text-sm text-red-600\">Breached</div>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-green-500/10 text-center\">\r\n <div className=\"text-2xl font-bold text-green-600\">89.6%</div>\r\n <div className=\"text-sm text-green-600\">Compliance</div>\r\n </div>\r\n </div>\r\n <div className=\"flex flex-wrap gap-2\">\r\n <span className=\"text-sm text-[var(--text-secondary)]\">Breaches by Priority:</span>\r\n <span className=\"px-2 py-1 text-xs rounded bg-red-600 text-white\">Critical: 2</span>\r\n <span className=\"px-2 py-1 text-xs rounded bg-orange-500 text-white\">High: 5</span>\r\n <span className=\"px-2 py-1 text-xs rounded bg-yellow-500 text-black\">Medium: 4</span>\r\n <span className=\"px-2 py-1 text-xs rounded bg-blue-500 text-white\">Low: 2</span>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Metriques expliquees</h3>\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <th className=\"text-left py-2\">Metrique</th>\r\n <th className=\"text-left py-2\">Description</th>\r\n <th className=\"text-left py-2\">Couleur</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 font-medium\">Total Tickets</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Nombre total de tickets dans la periode</td>\r\n <td className=\"py-2\"><span className=\"w-3 h-3 inline-block rounded bg-gray-400\"></span> Neutre</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 font-medium\">Within SLA</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Tickets traites dans les delais</td>\r\n <td className=\"py-2\"><span className=\"w-3 h-3 inline-block rounded bg-green-500\"></span> Vert</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2 font-medium\">Breached</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Tickets ayant depasse le SLA</td>\r\n <td className=\"py-2\"><span className=\"w-3 h-3 inline-block rounded bg-red-500\"></span> Rouge</td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2 font-medium\">Compliance %</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Pourcentage de conformite (objectif > 90%)</td>\r\n <td className=\"py-2\"><span className=\"w-3 h-3 inline-block rounded bg-green-500\"></span> Vert si ≥90%</td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n </section>\r\n\r\n {/ Section 4: Configuration /}\r\n <section id=\"configuration\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 4\">4</span>\r\n Configuration des temps\r\n </h2>\r\n\r\n {/ Mock Configuration Table /}\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Response & Resolution Times</h3>\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-3 px-4\">Priority</th>\r\n <th className=\"text-left py-3 px-4\">Response Time</th>\r\n <th className=\"text-left py-3 px-4\">Resolution Time</th>\r\n <th className=\"text-left py-3 px-4\">Status</th>\r\n <th className=\"text-left py-3 px-4\">Actions</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n {slaConfigs.map((config, idx) => (\r\n <tr key={config.priority} className={idx % 2 === 1 ? 'bg-[var(--bg-secondary)]/50' : ''}>\r\n <td className=\"py-3 px-4\">\r\n <div className=\"flex items-center gap-2\">\r\n <span className=\"w-3 h-3 rounded-full\" style={{ backgroundColor: config.color }}></span>\r\n {config.priority}\r\n </div>\r\n </td>\r\n <td className=\"py-3 px-4\">\r\n <div className=\"flex items-center gap-2\">\r\n <input\r\n type=\"text\"\r\n value={config.responseTime}\r\n readOnly\r\n className=\"w-16 px-2 py-1 bg-[var(--bg-secondary)] border border-[var(--border-color)] rounded text-center\"\r\n />\r\n <span className=\"text-[var(--text-tertiary)]\">min ({formatTime(config.responseTime)})</span>\r\n </div>\r\n </td>\r\n <td className=\"py-3 px-4\">\r\n <div className=\"flex items-center gap-2\">\r\n <input\r\n type=\"text\"\r\n value={config.resolutionTime}\r\n readOnly\r\n className=\"w-16 px-2 py-1 bg-[var(--bg-secondary)] border border-[var(--border-color)] rounded text-center\"\r\n />\r\n <span className=\"text-[var(--text-tertiary)]\">min ({formatTime(config.resolutionTime)})</span>\r\n </div>\r\n </td>\r\n <td className=\"py-3 px-4\">\r\n <span className=\"px-2 py-1 text-xs rounded-full bg-green-500/10 text-green-600\">\r\n {config.status}\r\n </span>\r\n </td>\r\n <td className=\"py-3 px-4\">\r\n <button className=\"px-3 py-1 text-xs bg-[var(--bg-tertiary)] text-[var(--text-tertiary)] rounded\">\r\n Save\r\n </button>\r\n </td>\r\n </tr>\r\n ))}\r\n </tbody>\r\n </table>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Valeurs recommandees</h3>\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <th className=\"text-left py-2\">Priorite</th>\r\n <th className=\"text-left py-2\">Temps de reponse</th>\r\n <th className=\"text-left py-2\">Temps de resolution</th>\r\n <th className=\"text-left py-2\">Cas d'usage</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"flex items-center gap-2\"><span className=\"w-3 h-3 rounded-full bg-red-600\"></span> Critical</span></td>\r\n <td className=\"py-2\">15 minutes</td>\r\n <td className=\"py-2\">2 heures</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Systeme en panne, perte de donnees</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"flex items-center gap-2\"><span className=\"w-3 h-3 rounded-full bg-orange-500\"></span> High</span></td>\r\n <td className=\"py-2\">30 minutes</td>\r\n <td className=\"py-2\">4 heures</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Fonctionnalite majeure indisponible</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"flex items-center gap-2\"><span className=\"w-3 h-3 rounded-full bg-yellow-500\"></span> Medium</span></td>\r\n <td className=\"py-2\">1 heure</td>\r\n <td className=\"py-2\">8 heures</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Probleme impactant le travail</td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2\"><span className=\"flex items-center gap-2\"><span className=\"w-3 h-3 rounded-full bg-blue-500\"></span> Low</span></td>\r\n <td className=\"py-2\">2 heures</td>\r\n <td className=\"py-2\">24 heures</td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Question, demande d'information</td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n\r\n <div className=\"p-4 rounded-lg bg-amber-500/10 border border-amber-500/20 flex items-start gap-3\">\r\n <AlertTriangle className=\"w-5 h-5 text-amber-600 flex-shrink-0 mt-0.5\" />\r\n <div>\r\n <div className=\"font-medium text-amber-600\">Contrainte de validation</div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">\r\n Le temps de reponse doit toujours etre inferieur ou egal au temps de resolution.\r\n <br />\r\n <span className=\"text-red-500\">Exemple invalide : Response = 120 min, Resolution = 60 min</span>\r\n </p>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/ Section 5: Escalation /}\r\n <section id=\"escalation\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 5\">5</span>\r\n Regles d'escalade\r\n </h2>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Escalation Rules</h3>\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"bg-[var(--bg-secondary)]\">\r\n <th className=\"text-left py-3 px-4\">Level</th>\r\n <th className=\"text-left py-3 px-4\">Trigger</th>\r\n <th className=\"text-left py-3 px-4\">Delay After Breach</th>\r\n <th className=\"text-left py-3 px-4\">Status</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n {escalationRules.map((rule, idx) => (\r\n <tr key={rule.level} className={idx % 2 === 1 ? 'bg-[var(--bg-secondary)]/50' : ''}>\r\n <td className=\"py-3 px-4 font-medium\">{rule.level}</td>\r\n <td className=\"py-3 px-4\">\r\n <span className=\"px-2 py-1 text-xs rounded bg-red-500/10 text-red-600\">\r\n {rule.trigger}\r\n </span>\r\n </td>\r\n <td className=\"py-3 px-4\">{rule.delay}</td>\r\n <td className=\"py-3 px-4\">\r\n <span className=\"px-2 py-1 text-xs rounded-full bg-green-500/10 text-green-600\">\r\n {rule.status}\r\n </span>\r\n </td>\r\n </tr>\r\n ))}\r\n </tbody>\r\n </table>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Flux d'escalade</h3>\r\n <div className=\"space-y-4\">\r\n <div className=\"flex items-center gap-4\">\r\n <div className=\"w-32 text-sm font-medium\">Ticket cree</div>\r\n <div className=\"flex-1 h-2 bg-[var(--bg-secondary)] rounded\"></div>\r\n </div>\r\n <div className=\"flex items-center gap-4\">\r\n <div className=\"w-32 text-sm text-[var(--text-secondary)]\">30 min</div>\r\n <div className=\"flex-1 flex items-center gap-2\">\r\n <XCircle className=\"w-4 h-4 text-red-500\" />\r\n <span className=\"text-sm text-red-500\">Response SLA Breached</span>\r\n <ArrowRight className=\"w-4 h-4 text-[var(--text-tertiary)]\" />\r\n <span className=\"px-2 py-1 text-xs rounded bg-blue-500/10 text-blue-600\">Supervisor alerte</span>\r\n </div>\r\n </div>\r\n <div className=\"flex items-center gap-4\">\r\n <div className=\"w-32 text-sm text-[var(--text-secondary)]\">4 heures</div>\r\n <div className=\"flex-1 flex items-center gap-2\">\r\n <XCircle className=\"w-4 h-4 text-red-500\" />\r\n <span className=\"text-sm text-red-500\">Resolution SLA Breached</span>\r\n <ArrowRight className=\"w-4 h-4 text-[var(--text-tertiary)]\" />\r\n <span className=\"px-2 py-1 text-xs rounded bg-yellow-500/10 text-yellow-600\">Manager alerte (+30min)</span>\r\n </div>\r\n </div>\r\n <div className=\"flex items-center gap-4\">\r\n <div className=\"w-32 text-sm text-[var(--text-secondary)]\">+2 heures</div>\r\n <div className=\"flex-1 flex items-center gap-2\">\r\n <span className=\"px-2 py-1 text-xs rounded bg-pink-500/10 text-pink-600\">Director alerte</span>\r\n </div>\r\n </div>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/ Section 6: Indicators /}\r\n <section id=\"indicators\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 6\">6</span>\r\n Indicateurs SLA\r\n </h2>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Badge SLA compact</h3>\r\n <p className=\"text-sm text-[var(--text-secondary)] mb-4\">\r\n Sur les listes de tickets, un indicateur compact montre l'etat SLA :\r\n </p>\r\n <div className=\"grid grid-cols-2 md:grid-cols-4 gap-4\">\r\n <div className=\"p-4 rounded-lg bg-green-500/10 border border-green-500/20 text-center\">\r\n <CheckCircle className=\"w-6 h-6 text-green-500 mx-auto mb-2\" />\r\n <div className=\"font-medium text-green-600\">Within SLA</div>\r\n <div className=\"text-xs text-[var(--text-tertiary)]\">Dans les delais</div>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-yellow-500/10 border border-yellow-500/20 text-center\">\r\n <AlertTriangle className=\"w-6 h-6 text-yellow-500 mx-auto mb-2\" />\r\n <div className=\"font-medium text-yellow-600\">Warning</div>\r\n <div className=\"text-xs text-[var(--text-tertiary)]\">>75% du temps</div>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-red-500/10 border border-red-500/20 text-center\">\r\n <XCircle className=\"w-6 h-6 text-red-500 mx-auto mb-2\" />\r\n <div className=\"font-medium text-red-600\">Breached</div>\r\n <div className=\"text-xs text-[var(--text-tertiary)]\">SLA depasse</div>\r\n </div>\r\n <div className=\"p-4 rounded-lg bg-gray-500/10 border border-gray-500/20 text-center\">\r\n <Pause className=\"w-6 h-6 text-gray-500 mx-auto mb-2\" />\r\n <div className=\"font-medium text-gray-600\">Paused</div>\r\n <div className=\"text-xs text-[var(--text-tertiary)]\">Ticket On Hold</div>\r\n </div>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Badge SLA detaille</h3>\r\n <div className=\"max-w-md\">\r\n <div className=\"border border-green-500 rounded-lg overflow-hidden\">\r\n <div className=\"bg-green-500/10 px-4 py-2 flex items-center justify-between\">\r\n <span className=\"font-medium text-green-600\">Within SLA</span>\r\n <CheckCircle className=\"w-4 h-4 text-green-500\" />\r\n </div>\r\n <div className=\"p-4 space-y-3\">\r\n <div className=\"flex justify-between text-sm\">\r\n <span className=\"text-[var(--text-secondary)]\">Response</span>\r\n <span className=\"text-green-600\">Completed ✓</span>\r\n </div>\r\n <div className=\"flex justify-between text-sm\">\r\n <span className=\"text-[var(--text-secondary)]\">Resolution</span>\r\n <span className=\"font-medium\">2h 15m</span>\r\n </div>\r\n <div className=\"space-y-1\">\r\n <div className=\"h-2 bg-[var(--bg-secondary)] rounded-full overflow-hidden\">\r\n <div className=\"h-full w-[35%] bg-green-500 rounded-full\"></div>\r\n </div>\r\n <div className=\"text-xs text-[var(--text-tertiary)]\">35% du temps utilise</div>\r\n </div>\r\n </div>\r\n </div>\r\n </div>\r\n </div>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-3\">Etats de la barre de progression</h3>\r\n <table className=\"w-full text-sm\">\r\n <thead>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <th className=\"text-left py-2\">% utilise</th>\r\n <th className=\"text-left py-2\">Couleur</th>\r\n <th className=\"text-left py-2\">Signification</th>\r\n </tr>\r\n </thead>\r\n <tbody>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\">0-74%</td>\r\n <td className=\"py-2\"><span className=\"w-16 h-2 inline-block rounded bg-green-500\"></span></td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Confortable</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\">75-89%</td>\r\n <td className=\"py-2\"><span className=\"w-16 h-2 inline-block rounded bg-yellow-500\"></span></td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Attention requise</td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2\">90-100%</td>\r\n <td className=\"py-2\"><span className=\"w-16 h-2 inline-block rounded bg-red-500\"></span></td>\r\n <td className=\"py-2 text-[var(--text-secondary)]\">Urgent</td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n </section>\r\n\r\n {/ Section 7: FAQ /}\r\n <section id=\"faq\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 7\">7</span>\r\n FAQ\r\n </h2>\r\n\r\n <div className=\"space-y-4\">\r\n {[\r\n {\r\n q: \"Puis-je desactiver le SLA pour certains tickets ?\",\r\n a: \"Le SLA s'applique automatiquement a tous les tickets selon leur priorite. Pour \\\"desactiver\\\" temporairement le SLA, placez le ticket en statut On Hold ce qui met les compteurs en pause.\"\r\n },\r\n {\r\n q: \"Comment sont calculees les metriques de conformite ?\",\r\n a: \"Compliance % = (Tickets Within SLA / Total Tickets) x 100. Un ticket est considere \\\"Within SLA\\\" si la premiere reponse ET la resolution ont ete effectuees dans les delais configures.\"\r\n },\r\n {\r\n q: \"Que se passe-t-il quand un ticket est escalade ?\",\r\n a: \"Le niveau d'escalade est mis a jour, une notification est envoyee au role responsable, une entree est ajoutee dans l'historique, et le ticket apparait dans le tableau de bord d'escalade.\"\r\n },\r\n {\r\n q: \"Les weekends sont-ils comptes dans le SLA ?\",\r\n a: \"Dans la configuration actuelle, le SLA compte en temps calendaire continu (24/7). Le temps pause uniquement quand le ticket est mis en \\\"On Hold\\\".\"\r\n }\r\n ].map((faq, idx) => (\r\n <div key={faq.q} className=\"card p-4\">\r\n <div className=\"font-medium mb-2\">Q{idx + 1}: {faq.q}</div>\r\n <p className=\"text-sm text-[var(--text-secondary)]\">{faq.a}</p>\r\n </div>\r\n ))}\r\n </div>\r\n </section>\r\n\r\n {/ Section 8: API Reference /}\r\n <section id=\"api\" className=\"space-y-4\">\r\n <h2 className=\"text-2xl font-bold flex items-center gap-2\">\r\n <span className=\"w-8 h-8 rounded-full bg-[var(--color-primary-600)] text-white flex items-center justify-center text-sm\" aria-label=\"Section 8\">8</span>\r\n Reference API\r\n </h2>\r\n\r\n <div className=\"card p-6\">\r\n <h3 className=\"font-semibold mb-4\">Endpoints SLA</h3>\r\n <div className=\"overflow-x-auto\">\r\n <table className=\"w-full text-sm font-mono\">\r\n <thead>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <th className=\"text-left py-2\">Methode</th>\r\n <th className=\"text-left py-2\">Endpoint</th>\r\n <th className=\"text-left py-2 font-sans\">Description</th>\r\n </tr>\r\n </thead>\r\n <tbody className=\"text-xs\">\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"px-2 py-0.5 rounded bg-green-500/10 text-green-600\">GET</span></td>\r\n <td className=\"py-2\">/api/support/sla/configurations</td>\r\n <td className=\"py-2 font-sans text-[var(--text-secondary)]\">Liste toutes les configurations</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"px-2 py-0.5 rounded bg-blue-500/10 text-blue-600\">PUT</span></td>\r\n <td className=\"py-2\">/api/support/sla/configurations/{'{priority}'}</td>\r\n <td className=\"py-2 font-sans text-[var(--text-secondary)]\">Met a jour une configuration</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"px-2 py-0.5 rounded bg-green-500/10 text-green-600\">GET</span></td>\r\n <td className=\"py-2\">/api/support/sla/escalation-rules</td>\r\n <td className=\"py-2 font-sans text-[var(--text-secondary)]\">Liste les regles d'escalade</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"px-2 py-0.5 rounded bg-green-500/10 text-green-600\">GET</span></td>\r\n <td className=\"py-2\">/api/support/sla/breached</td>\r\n <td className=\"py-2 font-sans text-[var(--text-secondary)]\">Liste les tickets en violation</td>\r\n </tr>\r\n <tr className=\"border-b border-[var(--border-color)]\">\r\n <td className=\"py-2\"><span className=\"px-2 py-0.5 rounded bg-green-500/10 text-green-600\">GET</span></td>\r\n <td className=\"py-2\">/api/support/sla/metrics</td>\r\n <td className=\"py-2 font-sans text-[var(--text-secondary)]\">Recupere les metriques SLA</td>\r\n </tr>\r\n <tr>\r\n <td className=\"py-2\"><span className=\"px-2 py-0.5 rounded bg-yellow-500/10 text-yellow-600\">POST</span></td>\r\n <td className=\"py-2\">/api/support/sla/tickets/{'{ticketId}'}/escalate</td>\r\n <td className=\"py-2 font-sans text-[var(--text-secondary)]\">Escalade manuelle</td>\r\n </tr>\r\n </tbody>\r\n </table>\r\n </div>\r\n </div>\r\n </section>\r\n\r\n {/ Info box /}\r\n <div className=\"p-4 rounded-lg bg-blue-500/10 border border-blue-500/20 flex items-start gap-3\">\r\n <Info className=\"w-5 h-5 text-blue-600 flex-shrink-0 mt-0.5\" />\r\n <div>\r\n <div className=\"font-medium text-blue-600\">About SLA Configuration</div>\r\n <ul className=\"text-sm text-[var(--text-secondary)] mt-1 space-y-1\">\r\n <li>Response Time: Maximum time allowed for first agent response</li>\r\n <li>Resolution Time: Maximum time allowed to fully resolve ticket</li>\r\n <li>SLA Pause: Timers automatically pause when ticket is On Hold</li>\r\n <li>Escalation: Breached tickets are automatically escalated</li>\r\n </ul>\r\n </div>\r\n </div>\r\n\r\n {/ 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