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Agents SLA Breach Insight Agent
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SLA Breach Insight Agent

Analyzes logs, tickets, and workflows for SLA breaches, identifying root causes, key delays, and remediation steps using LLMs.

About the Agent

The SLA Breach Explainer Agent is a ZBrain-built solution designed to provide clear, contextual explanations of SLA breaches and offer guidance on preventing future incidents. Unlike traditional systems that simply log SLA violations as isolated events, this agent analyzes logs alongside related emails, service tickets, task updates, and time-stamped workflows to provide deeper context for remediation.

Using Large Language Models (LLMs), the agent reconstructs the sequence of events leading to a breach and highlights points of delay, miscommunication, or process breakdown. It identifies root causes such as late escalations, delayed approvals, or missed handoffs, then summarizes these findings in clear language suitable for both technical and non-technical audiences. The summary can include recommended next steps, accountability mapping, and highlights of systemic issues requiring attention.

The result is a single, shareable summary that enables faster root cause analysis and supports proactive improvements across engineering, customer support, and operations teams. With cross-system visibility and interpretive capability, the SLA Breach Explainer Agent helps turn scattered data into actionable insight, supporting accountability, transparency, and ongoing service improvement.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for SLA Breach Insight Agent:

SLA Breach Trigger Log


Timestamp: 2025-07-20 14:22:51

Log Level: ERROR

System: Incident Management System

Event Type: SLA Breach

Incident ID: INC-45739

Service: Payment Gateway API

Priority: P1 (Critical)

SLA Target: Initial response within 2 hours

Actual Response Time: 4 hours 15 minutes

Detected By: SLA Monitoring Engine


Message:

SLA Breach Detected for Incident INC-45739 – Response time exceeded threshold. SLA target was 2h; actual time was 4h 15m. Triggering SLA Breach Explainer Agent for root cause analysis.

Deliverable Example

Sample output delivered by the SLA Breach Insight Agent:

SLA Breach Explanation Report


Incident ID: INC-45739

Service: Payment Gateway API

Detected Breach: 20th July 2025, 2:22 PM

SLA Breached: Initial response within 2 hours

Actual Response Time: 4 hours 15 minutes

Severity: High (P1)




Root Cause Summary


The breach occurred because the DevOps team could not respond within the SLA window due to a scheduled server maintenance that coincided with the incident. The L1 Support team escalated the issue promptly, but DevOps access to the affected server was blocked under Change ID CHG-2043, which ran from 9:00 AM to 1:00 PM.


There was no automatic alert or visibility mechanism in place for the L1 team to know the server was under maintenance.




Contributing Factors


    

  1. 

    Change Window Overlap:  
    

      

    • Change ID CHG-2043 was active during the incident window.
      • 

    • Server access was restricted for patching.
      • 

    

    2. 

  2. 

    Lack of Change-Alert Sync:  
    

      

    • SLA monitoring and incident routing tools were not integrated with the change management system.
      • 

    • Escalations were sent without awareness of ongoing maintenance.
      • 

    

    3. 

  3. 

    Delayed DevOps Handoff:  
    

      

    • DevOps began work only after access was restored at 1:15 PM.
      • 

    • Response began at 1:30 PM, outside the SLA window.
      • 

    

    4. 





Recommended Corrective Actions


    

  1. 

    Integrate Monitoring & Change Management:  
    

      

    • Sync Change Calendar with the Incident Management System to flag maintenance overlaps during ticket creation.
      • 

    

    2. 

  2. 

    Automated Change Conflict Alerts:  
    

      

    • Notify L1 teams automatically if incidents relate to assets under maintenance.
      • 

    

    3. 

  3. 

    Pre-authorized Emergency Access:  
    

      

    • Set up emergency override rules for DevOps in high-priority cases, even during scheduled changes.
      • 

    

    4. 

  4. 

    SLA Grace Period Policy Review:  
    

      

    • Consider formal SLA exclusion windows during approved changes, with stakeholder agreement.
      • 

    

    5. 





Summary


The SLA breach for Incident INC-45739 was due to a preventable process gap between Change Management and Incident Response teams. While technical fixes were timely once access was restored, lack of real-time visibility and coordination was the root cause.


Next Review Date: 27th July 2025

Owner: SRE Manager – John Dsouza

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