{
  "$id": "https://schema.nfh.global/SupportResponse/v2.0",
  "x-iri": "https://schema.nfh.global/SupportResponse/v2.0",
  "$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": {
    "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.",
      "$ref": "https://schema.nfh.global/Descriptor/v2.1/schema.json"
    },
    "channels": {
      "description": "Available support channels with contact details.",
      "type": "array",
      "items": {
        "type": "object",
        "additionalProperties": false,
        "required": [
          "type",
          "value"
        ],
        "properties": {
          "type": {
            "type": "string",
            "enum": [
              "PHONE",
              "EMAIL",
              "CHAT",
              "WHATSAPP",
              "WEB",
              "IN_APP",
              "CALLBACK",
              "OTHER"
            ]
          },
          "value": {
            "description": "Contact value (phone number, email address, URL, etc.)",
            "type": "string"
          },
          "label": {
            "description": "Human-readable label for this channel.",
            "type": "string"
          }
        }
      }
    },
    "sla": {
      "description": "Service level agreement for this support response.",
      "type": "object",
      "additionalProperties": false,
      "properties": {
        "responseTime": {
          "description": "Expected initial response time as ISO 8601 duration (e.g., PT2H).",
          "type": "string"
        },
        "resolutionTime": {
          "description": "Expected resolution time as ISO 8601 duration (e.g., P1D).",
          "type": "string"
        }
      }
    },
    "consumer": {
      "description": "The consumer the support response is addressed to (optional).",
      "$ref": "https://schema.nfh.global/Consumer/v2.0/schema.json"
    }
  },
  "required": [],
  "additionalProperties": false
}