From the source
From the source
A deep dive into Supabase's internal SLA enforcement tool.
Supabase developed SLA Buddy, an internal support tool built on its own Edge Functions and PostgreSQL, to enforce Service Level Agreements for support tickets.
The tool monitors Slack channels, checks engineer availability via Google Calendar, and escalates overdue tickets through four escalation steps.
From the source
SLA Buddy actively monitors Slack channels using PostgreSQL functions like process_channels. This function scans Slack channels, handles new messages, and adds tasks to the queue for each new ticket that comes to the platform.
supabase.com
