Exploring Support Tooling at Supabase: A Dive into SLA Buddy

Supabase introduces SLA Buddy, a robust support tool aimed at efficient Service Level Agreement (SLA) enforcement within its ecosystem. The core function of SLA Buddy revolves around enforcing SLAs effectively through Slack reminders and calendar checks. It actively monitors Slack channels using PostgreSQL functions to ensure timely resolution of user queries. SLA Buddy also employs the Edge Function post_ticket_escalation to post SLA enforcement messages on Slack, fostering seamless interactions between support engineers and the tool itself. The escalation logic is defined in 4 steps of escalation going from a more narrow set of Support Engineers to the Head of Success.