SLA Response & Resolution Tracker with Breach Alerts

The problem this kills

You promised customers a response within 2 hours and a fix within 1 business day. But the proof lives in a tangle of spreadsheets, dispatch boards, and inboxes. By the time someone notices a job is about to blow its SLA, it has already breached - and you find out when the customer calls, angry, or when the monthly report shows a penalty you can't undo.

The hard part isn't the rule, it's the clock. Real SLA clocks pause overnight and on weekends, stop ticking when you're waiting on the customer, and restart when work resumes. Nobody can track that by hand across dozens of open jobs. So breaches sneak up on you, and the only "alert" you get is a complaint.

This tool puts a live clock on every job, colors it green / amber / red against its real SLA target, and emails the right manager before the breach - while there's still time to reassign a tech or escalate.

What you'll build

A simple internal web app your team logs into that:

• Imports your work orders and their SLA targets (from your system, a Google Sheet, or a CSV).
• Runs a business-hours and holiday-aware clock for both the response deadline and the resolution deadline of every open job.
• Pauses and resumes the clock when a job is waiting on the customer, so you're never charged for time that wasn't yours.
• Shows a live at-risk board - green (healthy), amber (at risk), red (breached) - sorted so the most urgent jobs float to the top.
• Emails managers a heads-up before a job is about to breach, and a daily digest of everything at risk.
• Puts a manager approval gate in front of any escalation: the tool drafts the escalation (reassign, bump priority, notify account manager), a human reviews and approves, and only then is it recorded.
• Exports a clean SLA breach report as CSV in the exact columns your reporting expects.

What's inside the Implementation Plan

• It starts by interviewing you about your business. Before a single line is built, the plan has the AI agent ask about your real SLA tiers, your work-order fields and naming, your business hours and holidays, your pause/resume rules, and your messiest edge cases. It reads a short tailored spec back to you and waits for your thumbs-up - so you get a tool shaped to how you actually work, not a generic template.
• A step-by-step build, each step ending in a ready-to-paste prompt.
• A data model tuned to your priorities, contracts, and SLA tiers.
• The business-hours / holiday clock logic, with your pause/resume rules baked in.
• The live board, the alert emails, and the approval gate.
• A "No API yet?" path so you can build the whole thing today from a spreadsheet, with a clean CSV export back out.

The governance it includes (this is the point)

• Login so only your team can open the tool.
• Row-level security so each organization or account only ever sees its own jobs.
• A full audit trail: who flagged, who approved an escalation, and exactly when.
• A human-in-the-loop approval gate before any escalation is committed - the AI drafts, a manager approves.
• Duplicate guards keyed on work-order ID so the same job can't be imported or escalated twice.

Who it's for

Service managers who own the SLA numbers, dispatchers juggling the live board, and account managers who answer to the customer when a deadline slips. If you live in spreadsheets and want a real early-warning system without hiring a developer, this is for you.

You've got this - paste the first prompt and let the agent interview you.