Review Response SLA Ledger

What it does

Evaluate user-provided reviews against explicit elapsed-hour response obligations. Emits a reproducible deadline ledger, not sentiment analysis or generated replies.

Who it is for

Customer-experience agencies and account managers with response-time commitments who otherwise reconcile timestamps in spreadsheets.

Input

Provide reviews (or records), slaPolicies and asOf. Reviews need locationId and reviewId. publishedAt/respondedAt/asOf require RFC3339 offsets; timezone-naive or invalid dates are not inferred. Policies are elapsedHours (0..8760). Limit 10,000 review rows and 10,000 policies per run. Unknown response presence is not treated as unanswered. Free-text customer review content is neither required nor copied to output.

Output

locationId, reviewId, deadlineAt, firstResponseAt, slaStatus, overdueSeconds, sourceRowIndexes. Status is pending, overdue, met, late, response_time_unknown or invalid. Invalid dates/conflicting policies are explicit; rows without identities are skipped and not billed.

How it works

Group exact trimmed location/review IDs, retaining indexes. Deduplicate logical obligations. Reject conflicting publication timestamps or policies. Use UTC elapsed-time arithmetic: deadline = publishedAt + elapsedHours * 3600 seconds. The earliest valid response before asOf meets its SLA if response <= deadline. Explicitly unanswered reviews are overdue only if asOf > deadline. Unknown or invalid response timing never becomes a fabricated late response. DST is handled through explicit offsets, not business calendars. No probabilistic score is used.

Example

{
  "reviews": [
    {
      "locationId": "L",
      "reviewId": "R1",
      "publishedAt": "2026-09-01T00:00:00Z",
      "responsePresent": false
    },
    {
      "locationId": "L",
      "reviewId": "R2",
      "publishedAt": "2026-09-01T00:00:00Z",
      "responsePresent": true,
      "respondedAt": "2026-09-02T00:00:00Z"
    }
  ],
  "slaPolicies": [
    {
      "locationId": "L",
      "elapsedHours": 24
    }
  ],
  "asOf": "2026-09-02T01:00:00Z"
}

Expected: R1 overdue by 3600 seconds; R2 met exactly at the deadline. Duplicate rows do not create another billed obligation. Deterministic replay produces identical records; source indexes refer to the supplied input order.

Pricing

One review_sla_record_emitted event per emitted identified obligation, including useful invalid/unknown diagnoses. No charge for empty input, unidentified malformed records or duplicate obligations. Proposed rates and margins require private canary and remote pricing validation before publication; no revenue is claimed.

Limitations

No autonomous scraping. This Actor does not acquire reviews, send messages, generate replies or infer sentiment. It does not support business-day contracts, holiday calendars or unbounded inputs. A customer-supplied policy may be wrong; source permissions and data retention remain the caller's responsibility. Missing timestamps and missing response flags remain unknown. This tool is not a legal determination of contract compliance.

Integration

Use exports you are authorized to process from existing review collection tools, then consume the ledger in spreadsheets or downstream workflow software. Data acquisition costs are separate; no upstream Actor is run by this product.

Differentiation

Unlike the portfolio social content snapshot monitor or dataset unifier, this product compares explicit response-time obligations, keeps provenance and exposes temporal uncertainty. It is not a renamed scraper or a generic change score.