Per-Contract SLA Terms Tracker: See the Breach Coming, Not the Penalty
Record each service contract's response and resolution SLAs, run a live clock on every active work order against the right terms, and flag jobs at risk of breach — so dispatch can intervene before the deadline instead of explaining it after.
A web tool where you import each contract's SLA terms and your active work orders, the app runs a business-hours-aware SLA clock for every job against its contract's response and resolution targets, flags jobs at risk of breach on a live status board, a manager reviews the at-risk list and approves an escalation or re-prioritization, and only then is the action handed to dispatch — with a clean CSV export of the SLA status board.
Before you start
- A Supabase account (free)
- A Vercel account (free)
- A Resend account (free)
- Your contract SLA terms (response/resolution by priority) as a CSV/sheet
- Your active work orders with timestamps as a CSV/sheet
- Your business hours, time zone, and holiday calendar
- Claude Code or any AI coding agent
The problem this kills
Every service contract you sign comes with promises: respond within 4 business hours on a P1, resolve a P2 by end of next business day, and so on — different numbers for different customers, different numbers again by priority. Then a hundred active work orders are in flight, the clock is running on all of them, and nobody can actually see which ones are about to blow past their deadline. You find out a contract SLA was breached when the customer emails a screenshot of the terms, or when the penalty shows up on the invoice reconciliation.
The terms live in PDFs in a shared drive. "Business hours" means something different for the contract that says 8–5 weekdays versus the one that includes Saturdays, and holidays are anyone's guess. The dispatcher is mentally doing breach math on a sticky note. By the time someone notices a job is at risk, the window to actually fix it — reassign a tech, bump the priority, call in help — has already closed. You don't need a six-figure FSM platform to fix this, and you don't need to be a developer.
What you'll build
A simple internal web tool that turns your contract SLAs into a live early-warning board. You import each contract's SLA terms — response and resolution targets broken out by priority — and your active work orders with their timestamps. The tool runs an SLA clock for every job that counts only your real working time: it honors your business hours, your time zone, and your holiday calendar, and it picks the right targets from the job's contract and priority. A status board shows, at a glance, which jobs are comfortably on track, which are at risk, and which have already breached — with the time remaining ticking down. When jobs go red, a manager reviews the at-risk list and approves an escalation or a priority change; only then is that action handed off to dispatch. The whole board exports to a clean CSV in the exact columns your system of record expects.
What's inside the Implementation Plan
The downloadable plan is a step-by-step file you paste into an AI coding agent. It opens by interviewing you about your business — how your contracts define response vs. resolution, what your priority tiers are called, how each contract sets its business hours and which holidays count, the exact fields and naming in your work-order data, your typical and peak job volumes, and the messy edge cases (paused clocks, "waiting on customer/parts" stops, after-hours starts, contracts with no SLA at all) — and then it tailors the data model, the clock math, the at-risk thresholds, and every later step to your answers. This is not a generic template: the agent reflects a short spec back to you and waits for your thumbs-up before it builds anything. From there it walks the agent through importing contracts and work orders, building the business-hours SLA clock, the at-risk flagging, the manager approval gate for escalations, and the CSV export — each step with a ready-to-copy prompt. There's also a fallback so you can build and run the whole thing today even with no integration to your FSM software.
The governance it includes (this is the point)
This is real operational tooling that drives who gets escalated and when, so it ships with the controls a service operation needs: login so only your team can use it, row-level security so you only ever see your own company's contracts and jobs, a complete audit trail of who imported, recalculated, approved, and exported — and when, a hard human-approval gate so no escalation or re-prioritization is handed to dispatch until a manager signs off on the at-risk job, and duplicate guards keyed on work-order ID so the same job re-imported twice never becomes two clocks or two escalations.
Who it's for
Service managers, dispatchers, and contract administrators at HVAC, IT/managed-services, facilities, building-systems, medical-equipment, and any operation that lives under customer SLAs — anyone who has signed response/resolution promises and wants to catch the breach while there's still time to prevent it, instead of paying for it later. If you can describe how your contracts define their deadlines, you can build this.
You've got this — start with the plan, paste the first prompt, answer the interview, and you'll watch your first at-risk job light up on the board the same weekend.