{
    "ticket_id": "T-1002",
    "account_tier": "midmarket",
    "current_severity": "S3",
    "sla_hours": 24,
    "time_open_hours": 1.5,
    "customer_messages": [
        "The checkout page is loading a bit slowly for some users in the EU region."
    ],
    "internal_notes": [
        "We are seeing slightly elevated latency from the EU-West datacenter, possibly network congestion."
    ],
    "usage_metrics": {
        "conversion_rate": 95.5,
        "requests_per_minute": 1200
    },
    "open_incidents": 0,
    "contract_value": 40000
}