$id: https://schema.beckn.io/SupportResponse/v2.0
$schema: https://json-schema.org/draft/2020-12/schema
description: >
  Support response payload returned by a BPP to a BAP in the /beckn/on_support
  callback. Contains the support ticket reference, available contact channels,
  SLA commitment, and optional consumer acknowledgement details.
title: SupportResponse
x-tags: [common]
type: object
properties:
  '@context':
    type: string
    format: uri
    const: "https://schema.beckn.io/"
  '@type':
    type: string
    const: beckn:SupportResponse
  refId:
    description: Reference identifier (typically the order ID) against which support was requested.
    type: string
  ticketId:
    description: Support ticket identifier assigned by the BPP.
    type: string
  descriptor:
    description: Human-readable label for this support response.
    $ref: https://schema.beckn.io/Descriptor/v2.1
  channels:
    description: Available support channels with contact details.
    type: array
    items:
      type: object
      additionalProperties: false
      required:
      - type
      - value
      properties:
        type:
          type: string
          enum:
          - PHONE
          - EMAIL
          - CHAT
          - WHATSAPP
          - WEB
          - IN_APP
          - CALLBACK
          - OTHER
        value:
          description: Contact value (phone number, email address, URL, etc.)
          type: string
        label:
          description: Human-readable label for this channel.
          type: string
  sla:
    description: Service level agreement for this support response.
    type: object
    additionalProperties: false
    properties:
      responseTime:
        description: Expected initial response time as ISO 8601 duration (e.g., PT2H).
        type: string
      resolutionTime:
        description: Expected resolution time as ISO 8601 duration (e.g., P1D).
        type: string
  consumer:
    description: The consumer the support response is addressed to (optional).
    $ref: https://schema.beckn.io/Consumer/v2.0
required:
- '@context'
- '@type'
additionalProperties: false