services-as-software 0.1.0 → 2.0.1

package/dist/entities/operations.js

@@ -0,0 +1,1010 @@
+/**
+ * Operations Entity Types (Nouns)
+ *
+ * Service operations: SLA, SLO, ServiceIncident, SupportTicket, ServiceFeedback, ServiceMetric
+ *
+ * @packageDocumentation
+ */
+// =============================================================================
+// SLA
+// =============================================================================
+/**
+ * SLA entity
+ *
+ * Service Level Agreement.
+ */
+export const SLA = {
+    singular: 'sla',
+    plural: 'slas',
+    description: 'A Service Level Agreement defining commitments',
+    properties: {
+        // Identity
+        name: {
+            type: 'string',
+            description: 'SLA name',
+        },
+        description: {
+            type: 'string',
+            optional: true,
+            description: 'SLA description',
+        },
+        version: {
+            type: 'string',
+            optional: true,
+            description: 'SLA version',
+        },
+        // Tier
+        tier: {
+            type: 'string',
+            optional: true,
+            description: 'SLA tier',
+            examples: ['basic', 'standard', 'premium', 'enterprise'],
+        },
+        // Availability
+        uptimeTarget: {
+            type: 'number',
+            optional: true,
+            description: 'Uptime target percentage (e.g., 99.9)',
+        },
+        uptimeCalculation: {
+            type: 'string',
+            optional: true,
+            description: 'How uptime is calculated',
+            examples: ['monthly', 'quarterly', 'yearly'],
+        },
+        // Response Times
+        responseTimeTarget: {
+            type: 'number',
+            optional: true,
+            description: 'Target response time (ms)',
+        },
+        responseTimeP50: {
+            type: 'number',
+            optional: true,
+            description: 'P50 response time target (ms)',
+        },
+        responseTimeP99: {
+            type: 'number',
+            optional: true,
+            description: 'P99 response time target (ms)',
+        },
+        // Support
+        supportResponseTime: {
+            type: 'string',
+            optional: true,
+            description: 'Support response time target',
+        },
+        supportHours: {
+            type: 'string',
+            optional: true,
+            description: 'Support hours',
+            examples: ['24/7', 'business-hours', '9-5'],
+        },
+        supportChannels: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'Support channels',
+            examples: ['email', 'chat', 'phone', 'slack'],
+        },
+        // Credits
+        creditPolicy: {
+            type: 'json',
+            optional: true,
+            description: 'Credit policy for SLA breaches',
+        },
+        maxCredit: {
+            type: 'number',
+            optional: true,
+            description: 'Maximum credit percentage',
+        },
+        // Exclusions
+        exclusions: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'SLA exclusions',
+        },
+        maintenanceWindows: {
+            type: 'json',
+            optional: true,
+            description: 'Scheduled maintenance windows',
+        },
+        // Dates
+        effectiveFrom: {
+            type: 'date',
+            optional: true,
+            description: 'Effective from date',
+        },
+        effectiveUntil: {
+            type: 'date',
+            optional: true,
+            description: 'Effective until date',
+        },
+        // Status
+        status: {
+            type: 'string',
+            description: 'SLA status',
+            examples: ['draft', 'active', 'superseded', 'expired'],
+        },
+    },
+    relationships: {
+        service: {
+            type: 'ProductizedService',
+            description: 'Service this SLA covers',
+        },
+        objectives: {
+            type: 'SLO[]',
+            description: 'Service level objectives',
+        },
+        incidents: {
+            type: 'ServiceIncident[]',
+            description: 'Related incidents',
+        },
+    },
+    actions: [
+        'create',
+        'update',
+        'activate',
+        'supersede',
+        'expire',
+    ],
+    events: [
+        'created',
+        'updated',
+        'activated',
+        'superseded',
+        'expired',
+        'breached',
+    ],
+};
+// =============================================================================
+// SLO
+// =============================================================================
+/**
+ * SLO entity
+ *
+ * Service Level Objective.
+ */
+export const SLO = {
+    singular: 'slo',
+    plural: 'slos',
+    description: 'A Service Level Objective defining a specific target',
+    properties: {
+        // Identity
+        name: {
+            type: 'string',
+            description: 'SLO name',
+        },
+        description: {
+            type: 'string',
+            optional: true,
+            description: 'SLO description',
+        },
+        // Metric
+        metric: {
+            type: 'string',
+            description: 'Metric being measured',
+            examples: ['availability', 'latency', 'throughput', 'error-rate', 'success-rate'],
+        },
+        metricQuery: {
+            type: 'string',
+            optional: true,
+            description: 'Query to calculate metric',
+        },
+        // Target
+        target: {
+            type: 'number',
+            description: 'Target value',
+        },
+        comparison: {
+            type: 'string',
+            description: 'Comparison operator',
+            examples: ['>=', '<=', '>', '<', '='],
+        },
+        unit: {
+            type: 'string',
+            optional: true,
+            description: 'Unit of measure',
+        },
+        // Window
+        windowType: {
+            type: 'string',
+            description: 'Window type',
+            examples: ['rolling', 'calendar'],
+        },
+        windowDuration: {
+            type: 'string',
+            optional: true,
+            description: 'Window duration',
+            examples: ['30d', '7d', '1h', '1m'],
+        },
+        // Error Budget
+        errorBudget: {
+            type: 'number',
+            optional: true,
+            description: 'Error budget (as percentage)',
+        },
+        errorBudgetRemaining: {
+            type: 'number',
+            optional: true,
+            description: 'Remaining error budget',
+        },
+        burnRate: {
+            type: 'number',
+            optional: true,
+            description: 'Current burn rate',
+        },
+        // Current State
+        currentValue: {
+            type: 'number',
+            optional: true,
+            description: 'Current metric value',
+        },
+        lastCalculatedAt: {
+            type: 'date',
+            optional: true,
+            description: 'Last calculation time',
+        },
+        // Alerting
+        alertThreshold: {
+            type: 'number',
+            optional: true,
+            description: 'Alert threshold',
+        },
+        alertOnBreach: {
+            type: 'boolean',
+            optional: true,
+            description: 'Alert on breach',
+        },
+        // Status
+        status: {
+            type: 'string',
+            description: 'SLO status',
+            examples: ['healthy', 'at-risk', 'breached', 'disabled'],
+        },
+        isMet: {
+            type: 'boolean',
+            optional: true,
+            description: 'Currently meeting target',
+        },
+    },
+    relationships: {
+        sla: {
+            type: 'SLA',
+            required: false,
+            description: 'Parent SLA',
+        },
+        service: {
+            type: 'ProductizedService',
+            description: 'Service measured',
+        },
+        alerts: {
+            type: 'Alert[]',
+            description: 'Related alerts',
+        },
+    },
+    actions: [
+        'create',
+        'update',
+        'enable',
+        'disable',
+        'recalculate',
+        'alert',
+    ],
+    events: [
+        'created',
+        'updated',
+        'enabled',
+        'disabled',
+        'breached',
+        'recovered',
+        'alertTriggered',
+    ],
+};
+// =============================================================================
+// ServiceIncident
+// =============================================================================
+/**
+ * ServiceIncident entity
+ *
+ * Service incident or outage.
+ */
+export const ServiceIncident = {
+    singular: 'service-incident',
+    plural: 'service-incidents',
+    description: 'A service incident or outage',
+    properties: {
+        // Identity
+        id: {
+            type: 'string',
+            description: 'Incident ID',
+        },
+        title: {
+            type: 'string',
+            description: 'Incident title',
+        },
+        description: {
+            type: 'string',
+            optional: true,
+            description: 'Incident description',
+        },
+        // Classification
+        severity: {
+            type: 'string',
+            description: 'Incident severity',
+            examples: ['critical', 'major', 'minor', 'warning'],
+        },
+        type: {
+            type: 'string',
+            optional: true,
+            description: 'Incident type',
+            examples: ['outage', 'degradation', 'maintenance', 'security', 'data'],
+        },
+        category: {
+            type: 'string',
+            optional: true,
+            description: 'Incident category',
+        },
+        // Impact
+        impactLevel: {
+            type: 'string',
+            optional: true,
+            description: 'Impact level',
+            examples: ['none', 'partial', 'major', 'complete'],
+        },
+        affectedServices: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'Affected services',
+        },
+        affectedCustomers: {
+            type: 'number',
+            optional: true,
+            description: 'Number of affected customers',
+        },
+        affectedRegions: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'Affected regions',
+        },
+        // Root Cause
+        rootCause: {
+            type: 'string',
+            optional: true,
+            description: 'Root cause',
+        },
+        rootCauseCategory: {
+            type: 'string',
+            optional: true,
+            description: 'Root cause category',
+            examples: ['infrastructure', 'code', 'config', 'dependency', 'external', 'unknown'],
+        },
+        // Resolution
+        resolution: {
+            type: 'string',
+            optional: true,
+            description: 'Resolution description',
+        },
+        resolutionSteps: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'Resolution steps taken',
+        },
+        preventionPlan: {
+            type: 'string',
+            optional: true,
+            description: 'Prevention plan',
+        },
+        // Timeline
+        detectedAt: {
+            type: 'date',
+            optional: true,
+            description: 'Detection time',
+        },
+        startedAt: {
+            type: 'date',
+            optional: true,
+            description: 'Incident start time',
+        },
+        acknowledgedAt: {
+            type: 'date',
+            optional: true,
+            description: 'Acknowledgement time',
+        },
+        mitigatedAt: {
+            type: 'date',
+            optional: true,
+            description: 'Mitigation time',
+        },
+        resolvedAt: {
+            type: 'date',
+            optional: true,
+            description: 'Resolution time',
+        },
+        closedAt: {
+            type: 'date',
+            optional: true,
+            description: 'Closure time',
+        },
+        // Duration
+        durationMinutes: {
+            type: 'number',
+            optional: true,
+            description: 'Total duration in minutes',
+        },
+        timeToDetect: {
+            type: 'number',
+            optional: true,
+            description: 'Time to detect (minutes)',
+        },
+        timeToMitigate: {
+            type: 'number',
+            optional: true,
+            description: 'Time to mitigate (minutes)',
+        },
+        timeToResolve: {
+            type: 'number',
+            optional: true,
+            description: 'Time to resolve (minutes)',
+        },
+        // Status
+        status: {
+            type: 'string',
+            description: 'Incident status',
+            examples: ['detected', 'investigating', 'identified', 'mitigating', 'monitoring', 'resolved', 'closed'],
+        },
+        isPublic: {
+            type: 'boolean',
+            optional: true,
+            description: 'Visible on status page',
+        },
+    },
+    relationships: {
+        service: {
+            type: 'ProductizedService',
+            description: 'Affected service',
+        },
+        sla: {
+            type: 'SLA',
+            required: false,
+            description: 'Related SLA',
+        },
+        assignee: {
+            type: 'Worker',
+            required: false,
+            description: 'Assigned responder',
+        },
+        tickets: {
+            type: 'SupportTicket[]',
+            description: 'Related tickets',
+        },
+    },
+    actions: [
+        'create',
+        'acknowledge',
+        'investigate',
+        'mitigate',
+        'resolve',
+        'close',
+        'reopen',
+        'escalate',
+    ],
+    events: [
+        'created',
+        'acknowledged',
+        'investigating',
+        'identified',
+        'mitigating',
+        'resolved',
+        'closed',
+        'reopened',
+        'escalated',
+    ],
+};
+// =============================================================================
+// SupportTicket
+// =============================================================================
+/**
+ * SupportTicket entity
+ *
+ * Customer support ticket.
+ */
+export const SupportTicket = {
+    singular: 'support-ticket',
+    plural: 'support-tickets',
+    description: 'A customer support ticket',
+    properties: {
+        // Identity
+        id: {
+            type: 'string',
+            description: 'Ticket ID',
+        },
+        number: {
+            type: 'string',
+            optional: true,
+            description: 'Ticket number',
+        },
+        // Content
+        subject: {
+            type: 'string',
+            description: 'Ticket subject',
+        },
+        description: {
+            type: 'string',
+            optional: true,
+            description: 'Ticket description',
+        },
+        tags: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'Ticket tags',
+        },
+        // Classification
+        type: {
+            type: 'string',
+            description: 'Ticket type',
+            examples: ['question', 'problem', 'feature-request', 'bug', 'task'],
+        },
+        category: {
+            type: 'string',
+            optional: true,
+            description: 'Ticket category',
+        },
+        // Priority
+        priority: {
+            type: 'string',
+            description: 'Ticket priority',
+            examples: ['low', 'normal', 'high', 'urgent'],
+        },
+        severity: {
+            type: 'string',
+            optional: true,
+            description: 'Issue severity',
+            examples: ['cosmetic', 'minor', 'major', 'critical'],
+        },
+        // Channel
+        channel: {
+            type: 'string',
+            optional: true,
+            description: 'Ticket channel',
+            examples: ['email', 'chat', 'phone', 'web', 'api', 'social'],
+        },
+        // Assignment
+        assignedTo: {
+            type: 'string',
+            optional: true,
+            description: 'Assigned agent',
+        },
+        assignedTeam: {
+            type: 'string',
+            optional: true,
+            description: 'Assigned team',
+        },
+        // SLA
+        slaTarget: {
+            type: 'date',
+            optional: true,
+            description: 'SLA target time',
+        },
+        slaBreached: {
+            type: 'boolean',
+            optional: true,
+            description: 'SLA was breached',
+        },
+        firstResponseAt: {
+            type: 'date',
+            optional: true,
+            description: 'First response time',
+        },
+        // Resolution
+        resolution: {
+            type: 'string',
+            optional: true,
+            description: 'Resolution description',
+        },
+        resolutionCode: {
+            type: 'string',
+            optional: true,
+            description: 'Resolution code',
+            examples: ['solved', 'not-a-bug', 'duplicate', 'wont-fix', 'by-design'],
+        },
+        // Timeline
+        createdAt: {
+            type: 'date',
+            optional: true,
+            description: 'Creation time',
+        },
+        updatedAt: {
+            type: 'date',
+            optional: true,
+            description: 'Last update time',
+        },
+        resolvedAt: {
+            type: 'date',
+            optional: true,
+            description: 'Resolution time',
+        },
+        closedAt: {
+            type: 'date',
+            optional: true,
+            description: 'Closure time',
+        },
+        // AI
+        aiHandled: {
+            type: 'boolean',
+            optional: true,
+            description: 'Handled by AI',
+        },
+        aiSuggestedResolution: {
+            type: 'string',
+            optional: true,
+            description: 'AI suggested resolution',
+        },
+        aiConfidence: {
+            type: 'number',
+            optional: true,
+            description: 'AI confidence score',
+        },
+        // Satisfaction
+        satisfactionScore: {
+            type: 'number',
+            optional: true,
+            description: 'Customer satisfaction score',
+        },
+        satisfactionComment: {
+            type: 'string',
+            optional: true,
+            description: 'Satisfaction comment',
+        },
+        // Status
+        status: {
+            type: 'string',
+            description: 'Ticket status',
+            examples: ['new', 'open', 'pending', 'on-hold', 'escalated', 'solved', 'closed'],
+        },
+    },
+    relationships: {
+        customer: {
+            type: 'ServiceCustomer',
+            description: 'Customer',
+        },
+        service: {
+            type: 'ProductizedService',
+            required: false,
+            description: 'Related service',
+        },
+        incident: {
+            type: 'ServiceIncident',
+            required: false,
+            description: 'Related incident',
+        },
+        messages: {
+            type: 'TicketMessage[]',
+            description: 'Ticket messages',
+        },
+    },
+    actions: [
+        'create',
+        'assign',
+        'respond',
+        'escalate',
+        'solve',
+        'close',
+        'reopen',
+    ],
+    events: [
+        'created',
+        'assigned',
+        'responded',
+        'escalated',
+        'solved',
+        'closed',
+        'reopened',
+        'ratedByCustomer',
+    ],
+};
+// =============================================================================
+// ServiceFeedback
+// =============================================================================
+/**
+ * ServiceFeedback entity
+ *
+ * Customer feedback on service.
+ */
+export const ServiceFeedback = {
+    singular: 'service-feedback',
+    plural: 'service-feedbacks',
+    description: 'Customer feedback on a service',
+    properties: {
+        // Identity
+        id: {
+            type: 'string',
+            description: 'Feedback ID',
+        },
+        // Rating
+        rating: {
+            type: 'number',
+            optional: true,
+            description: 'Rating score (1-5)',
+        },
+        npsScore: {
+            type: 'number',
+            optional: true,
+            description: 'NPS score (0-10)',
+        },
+        satisfactionScore: {
+            type: 'number',
+            optional: true,
+            description: 'Satisfaction score (1-5)',
+        },
+        // Content
+        comment: {
+            type: 'string',
+            optional: true,
+            description: 'Feedback comment',
+        },
+        highlights: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'Positive highlights',
+        },
+        improvements: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'Suggested improvements',
+        },
+        // Type
+        type: {
+            type: 'string',
+            description: 'Feedback type',
+            examples: ['post-execution', 'periodic', 'exit', 'support', 'spontaneous'],
+        },
+        trigger: {
+            type: 'string',
+            optional: true,
+            description: 'What triggered feedback request',
+        },
+        // Context
+        context: {
+            type: 'json',
+            optional: true,
+            description: 'Feedback context',
+        },
+        // Sentiment
+        sentiment: {
+            type: 'string',
+            optional: true,
+            description: 'Detected sentiment',
+            examples: ['positive', 'neutral', 'negative', 'mixed'],
+        },
+        sentimentScore: {
+            type: 'number',
+            optional: true,
+            description: 'Sentiment score (-1 to 1)',
+        },
+        // Follow-up
+        requiresFollowUp: {
+            type: 'boolean',
+            optional: true,
+            description: 'Requires follow-up',
+        },
+        followedUpAt: {
+            type: 'date',
+            optional: true,
+            description: 'Follow-up date',
+        },
+        // Dates
+        submittedAt: {
+            type: 'date',
+            optional: true,
+            description: 'Submission time',
+        },
+        // Status
+        status: {
+            type: 'string',
+            description: 'Feedback status',
+            examples: ['submitted', 'reviewed', 'actioned', 'archived'],
+        },
+    },
+    relationships: {
+        customer: {
+            type: 'ServiceCustomer',
+            description: 'Customer',
+        },
+        service: {
+            type: 'ProductizedService',
+            description: 'Service',
+        },
+        execution: {
+            type: 'ServiceExecution',
+            required: false,
+            description: 'Related execution',
+        },
+        ticket: {
+            type: 'SupportTicket',
+            required: false,
+            description: 'Related ticket',
+        },
+    },
+    actions: [
+        'submit',
+        'review',
+        'action',
+        'followUp',
+        'archive',
+    ],
+    events: [
+        'submitted',
+        'reviewed',
+        'actioned',
+        'followedUp',
+        'archived',
+    ],
+};
+// =============================================================================
+// ServiceMetric
+// =============================================================================
+/**
+ * ServiceMetric entity
+ *
+ * Service performance metric.
+ */
+export const ServiceMetric = {
+    singular: 'service-metric',
+    plural: 'service-metrics',
+    description: 'A service performance metric',
+    properties: {
+        // Identity
+        name: {
+            type: 'string',
+            description: 'Metric name',
+        },
+        description: {
+            type: 'string',
+            optional: true,
+            description: 'Metric description',
+        },
+        // Classification
+        type: {
+            type: 'string',
+            description: 'Metric type',
+            examples: ['counter', 'gauge', 'histogram', 'summary'],
+        },
+        category: {
+            type: 'string',
+            optional: true,
+            description: 'Metric category',
+            examples: ['performance', 'reliability', 'usage', 'cost', 'quality'],
+        },
+        // Value
+        value: {
+            type: 'number',
+            optional: true,
+            description: 'Current value',
+        },
+        unit: {
+            type: 'string',
+            optional: true,
+            description: 'Unit of measure',
+        },
+        // Aggregation
+        aggregation: {
+            type: 'string',
+            optional: true,
+            description: 'Aggregation method',
+            examples: ['sum', 'avg', 'min', 'max', 'p50', 'p95', 'p99', 'count'],
+        },
+        windowDuration: {
+            type: 'string',
+            optional: true,
+            description: 'Aggregation window',
+        },
+        // Dimensions
+        dimensions: {
+            type: 'json',
+            optional: true,
+            description: 'Metric dimensions/labels',
+        },
+        // Targets
+        targetValue: {
+            type: 'number',
+            optional: true,
+            description: 'Target value',
+        },
+        warningThreshold: {
+            type: 'number',
+            optional: true,
+            description: 'Warning threshold',
+        },
+        criticalThreshold: {
+            type: 'number',
+            optional: true,
+            description: 'Critical threshold',
+        },
+        // Trends
+        trend: {
+            type: 'string',
+            optional: true,
+            description: 'Value trend',
+            examples: ['improving', 'stable', 'degrading'],
+        },
+        changePercent: {
+            type: 'number',
+            optional: true,
+            description: 'Change percentage from previous period',
+        },
+        // Timestamps
+        lastUpdatedAt: {
+            type: 'date',
+            optional: true,
+            description: 'Last update time',
+        },
+        periodStart: {
+            type: 'date',
+            optional: true,
+            description: 'Period start',
+        },
+        periodEnd: {
+            type: 'date',
+            optional: true,
+            description: 'Period end',
+        },
+        // Status
+        status: {
+            type: 'string',
+            description: 'Metric status',
+            examples: ['healthy', 'warning', 'critical', 'unknown'],
+        },
+    },
+    relationships: {
+        service: {
+            type: 'ProductizedService',
+            description: 'Service measured',
+        },
+        slo: {
+            type: 'SLO',
+            required: false,
+            description: 'Related SLO',
+        },
+    },
+    actions: [
+        'create',
+        'update',
+        'record',
+        'aggregate',
+        'alert',
+    ],
+    events: [
+        'created',
+        'updated',
+        'recorded',
+        'aggregated',
+        'thresholdExceeded',
+        'recovered',
+    ],
+};
+// =============================================================================
+// Exports
+// =============================================================================
+export const OperationsEntities = {
+    SLA,
+    SLO,
+    ServiceIncident,
+    SupportTicket,
+    ServiceFeedback,
+    ServiceMetric,
+};
+export const OperationsCategories = {
+    agreements: ['SLA', 'SLO'],
+    incidents: ['ServiceIncident'],
+    support: ['SupportTicket', 'ServiceFeedback'],
+    metrics: ['ServiceMetric'],
+};
+//# sourceMappingURL=operations.js.map