Customer-Tier SLA Matrix Manager

The problem this kills

Your customers are not all on the same deal. The Platinum account was promised a one-hour response and 24/7 coverage; the Standard tier gets next-business-day. But where does that actually live? In a signed PDF nobody reopens, in a sales rep's memory, in a pinned Slack message that's six months stale. So agents guess. They over-serve customers who didn't pay for it, miss the clock on customers who did, and discover the real terms only after an escalation.

And when commitments do change — a renewal bumps a tier, a one-off concession becomes permanent — the update happens in someone's head or a private spreadsheet, with no record of who changed what or when. The "policy" is whatever the last person remembered.

This tool makes the promise itself a system of record: one authoritative matrix, every change reviewed and approved, full version history, and instant lookup for any ticket.

What you'll build

A small, login-protected web app where:

• Every customer tier or contract maps to its SLA terms — first-response time, resolution time, coverage hours, and the channels you support.
• Anyone on the team can propose a change to a tier's commitments, but nothing goes live until an admin reviews and approves it.
• Every approved change is versioned — you can see exactly what the terms were on any date, who changed them, and when.
• Drop in a ticket's customer or contract ID and the tool returns the exact, currently-binding SLA for that customer.
• Customers mapped to a tier that doesn't match their contract get flagged as an exception instead of silently returning the wrong promise.

What's inside the Implementation Plan

The plan is a complete, paste-and-go runbook for an AI coding agent (Claude Code). You don't write code — you paste, answer questions, and approve.

It opens by interviewing you about your business. Before a single line is built, the agent asks how your tiers and contracts are actually structured, what your real field names and customer IDs look like, your typical and peak ticket volumes, and your exact approval rules and edge cases. It reflects a short tailored spec back to you and waits for your thumbs-up — so you get a tool shaped around your SLAs, not a generic template you have to bend to fit.

From there it walks you step by step: setting up the database, loading your tier matrix, building the propose-and-approve flow, the version history, the ticket lookup, and the exception flags — each step ending in a ready-to-copy prompt.

The governance it includes (this is the point)

This isn't a spreadsheet with extra steps. The plan builds in real controls because the matrix is a legal obligation:

• Login so only your team can see or touch the matrix.
• Row-level security so each organization only ever sees its own data.
• A human approval gate — changes are drafted, an admin reviews, and only an approval makes them the active policy.
• A complete audit trail and version history — who proposed it, who approved it, what changed, and when.
• Duplicate guards keyed on customer/contract ID so the same customer can't be entered twice.
• A CSV export of the active matrix so you're never locked in and can hand the current policy to any other system.

Who it's for

Support leads, account managers, and operations people who manage differentiated SLAs across customer tiers or individual contracts — anyone who's tired of guessing what was promised and wants one trustworthy answer.

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