Restructure omni services and add Chatwoot research snapshot

research/chatwoot/enterprise/app/models/sla_policy.rb

@@ -0,0 +1,36 @@
+# == Schema Information
+#
+# Table name: sla_policies
+#
+#  id                            :bigint           not null, primary key
+#  description                   :string
+#  first_response_time_threshold :float
+#  name                          :string           not null
+#  next_response_time_threshold  :float
+#  only_during_business_hours    :boolean          default(FALSE)
+#  resolution_time_threshold     :float
+#  created_at                    :datetime         not null
+#  updated_at                    :datetime         not null
+#  account_id                    :bigint           not null
+#
+# Indexes
+#
+#  index_sla_policies_on_account_id  (account_id)
+#
+class SlaPolicy < ApplicationRecord
+  belongs_to :account
+  validates :name, presence: true
+
+  has_many :conversations, dependent: :nullify
+  has_many :applied_slas, dependent: :destroy_async
+
+  def push_event_data
+    {
+      id: id,
+      name: name,
+      frt: first_response_time_threshold,
+      nrt: next_response_time_threshold,
+      rt: resolution_time_threshold
+    }
+  end
+end