SLA & Operational Performance Analytics

Tracking MTTA, MTTC, MTTR, root cause distribution, and escrow exposure.

MTTA (Mean Time to Assign)

8 mins

Target: <10m (Stage 2 threshold)

MTTC (Mean Time to Contact)

18 mins

Target: <30m (Stage 3 threshold)

MTTR (Mean Time to Resolve)

42 mins

Replacement ticketed or refund

Escrow Held Capital

£1605.20

100% Protected via Trust Payments

Categorized analysis of all trapped issuance anomalies.

Total Logged: 2

FARE_EXPIRED (NDC Quote Window Lapsed)1 cases

AIRLINE_REJECTED (Host Connection Refusal)1 cases

AVAILABILITY_LOST (Seat Class Dropped)0 cases

BALANCE_DEPLETED (Duffel Deposit Depletion)0 cases

DUFFEL_API_TIMEOUT (Upstream Lag)0 cases

Zero Lost Orders Policy: Every webhook transaction is guarded by a distributed Redis mutex lock (lock:order:{ref}) and SQL SELECT ... FOR UPDATE.
10-Minute Assignment SLA: BullMQ queues Stage 2 escalation monitor on case inception. Unassigned cases trigger automated supervisor alert.
30-Minute Contact Guarantee: If first_contact_at remains null at 30 minutes, Stage 3 escalates to urgent operations management.
1-Click Gateway Refund: Directly initiates Trust Payments Webservices refund against parent auth code with zero manual reconciliation overhead.