Exploring Support Tooling at Supabase: A Dive into SLA Buddy

In database management and support operations, ensuring Service Level Agreement (SLA) compliance is paramount. Supabase, known for its innovative approach to database management and support, introduces SLA Buddy, a robust support tool aimed at efficient SLA enforcement. This blog post delves into the intricacies of SLA Buddy, shedding light on its functions, operations, and interactions within the Supabase ecosystem.

Supabase's commitment to innovation extends beyond database solutions; it encompasses robust support operations. SLA Buddy stands as a testament to Supabase's dedication to streamlining support processes and ensuring timely resolution of user queries.

Supabase firmly believes in dogfooding a philosophy that entails using one's own products internally. This approach played a pivotal role in the creation of SLA Buddy. Leveraging Supabase's suite of tools, including Edge Functions and Database functionalities, SLA Buddy was meticulously developed to meet the stringent demands of support operations.

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. Once the channel is scanned through the scan_channel edge function it adds rows to the slack_watcher table. There is a trigger function on that table that creates tasks for each ticket according to the SLA which depends on which channel that the message came from. Tickets have different SLAs, depending on both severity and the subscription level of the user opening the ticket.

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