SupportHive-C 🐝

High-Performance Multi-Tenant Support & SLA Engine built in C.

SupportHive-C is a systems-level backend designed for sub-millisecond orchestration of customer support tickets and high-precision SLA (Service Level Agreement) enforcement.

🚀 Extraordinary Architecture

Unlike traditional web applications built in Rails or Node, SupportHive-C uses a single-threaded non-blocking event loop (libuv) to manage thousands of concurrent ticket lifecycles with minimal overhead.

🏗️ Architectural Flow

[ Client ] <--> [ libuv Layer ] <--> [ http-parser ]
                     |                    |
                     |             [ JSON Logic (cJSON) ]
                     |                    |
              [ SLA Engine ] <------> [ SQLite3 DB ]
              (Async Timers)          (Multi-Tenant)

• Event Loop: libuv (the engine inside Node.js).
• HTTP Engine: Zero-copy parsing via http-parser.
• Concurrency: Purely event-driven; no thread-switching latency.
• SLA Engine: Real-time high-precision timers (uv_timer_t) map to ticket priorities.
• Persistence: Multi-tenant scoped SQLite3 data layer.
• Notifiers: Automated alerting for escalations and ticket events.

🧠 Multi-Tenant Model

The system uses strict header-based isolation. Every request must include an X-Tenant-ID.

• No shared data between tenants.
• All database queries are automatically scoped by tenant identity.

⏱️ SLA Priority Logic

• P1 (Critical): SLA Breach in 5 seconds (for demo) -> Immediate Escalation to L1 Supervisor.
• P2 (High): SLA Breach in 15 seconds -> Automated Notification to Management.
• Default: 60-second threshold.

🛠️ Build & Run

The project includes a portable toolchain (CMake + GCC) inside the ./tools directory.

Build

./build_portable.ps1

Run

./build/supporthive.exe

📱 Mobile Access (Android/iOS)

The engine now serves its own dashboard! Review it in real-time on your mobile device:

1. Ensure your phone is on the same Wi-Fi as your computer.
2. Open your mobile browser.
3. Navigate to: http://192.168.18.204:7000/dashboard

📊 Visual Showcase

Figure 1: The Command Center showing active ticket orchestration and real-time SLA breach monitoring.

🧪 API Usage

1. Create a Ticket

curl -X POST http://localhost:7000/tickets \
     -H "X-Tenant-ID: apple-inc" \
     -H "Content-Type: application/json" \
     -d '{"title": "iCloud Sync Failure", "priority": "P1"}'

2. Monitor Stats

curl -H "X-Tenant-ID: apple-inc" http://localhost:7000/stats

📊 Observability

The server prints real-time logs of ticket creation, active timers, and SLA breaches. Every breach is logged to the escalations table for auditing and compliance.

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Built for environments where performance and reliability are the only metrics that matter.