SLA Breach Post-Mortem Logger

The problem this kills

You blew an SLA. Again. Maybe the ticket sat in the wrong queue over a long weekend, maybe a dependency team went dark, maybe one person was out and nobody noticed the clock. So someone writes a quick apology, the ticket closes, and everyone moves on - until the exact same thing happens next month.

The miss itself isn't the real problem. The real problem is that nothing systematic happens after the miss. Post-mortems live in scattered docs, root causes get described in ten different ways so you can never count them, and the "we'll fix it" action item quietly evaporates. You can't improve what you don't capture in a consistent shape and actually follow up on.

This tool kills that. Every breach gets the same disciplined treatment: a clean timeline, a root cause picked from your controlled list, one concrete prevention action - and that action gets chased until it's genuinely done.

What you'll build

A small, private web app for your support and ops team:

• Import your breached tickets from a CSV or Google Sheet - ticket ID, timeline, and a short narrative per breach.
• Pick a breach and let AI draft a tidy chronological timeline, suggest a root-cause category from your controlled taxonomy, and propose a specific prevention action.
• Review and approve as the manager - edit the categorization, sharpen the prevention action, reject the AI's guess if it's wrong. Nothing is finalized without your sign-off.
• Track prevention actions to closure - each approved action has an owner, a due date, and an open/done status, so "we'll fix it" can't disappear.
• Export a clean breach register (breaches + actions) as CSV, in the exact columns your existing system or reporting expects.

What's inside the Implementation Plan

A complete, copy-paste runbook that builds the whole thing in an afternoon - even if you've never written code.

It opens by interviewing you about your business. Before a single thing is built, the plan has the AI agent ask you about how breaches actually happen in your world: what your tickets look like, what your SLA tiers are, what your real root-cause categories should be, who approves a post-mortem, and which messy edge cases trip you up. It reads a short tailored spec back to you for a thumbs-up - so the tool fits your process, not a generic template.

From there it walks you step by step through the database, the login, the import, the AI drafting, the approval gate, the action tracker, and the CSV export - each step ending with a ready-to-paste prompt.

The governance it includes (this is the point)

This isn't a toy. The plan builds in the controls that make a tool trustworthy enough to actually run on:

• Login so only your team can open it.
• Row-level security so each organization only ever sees its own breaches and actions.
• A complete audit trail - who drafted, who edited, who approved, and exactly when.
• A hard human-in-the-loop approval gate - the AI only drafts; the manager reviews and approves the root-cause categorization and prevention action before any post-mortem is finalized.
• Duplicate guards keyed on the breach/ticket ID, so the same breach can't be logged twice.

Who it's for

Support managers and ops/BPM leads who run continuous improvement and are tired of the same SLA misses recurring. If you can fill in a spreadsheet and follow a recipe, you can build this - no developer required.

You've got this. Open the plan, paste the first prompt, and let the agent interview you.