SLA Breach Early-Warning Monitor
Track first-response and resolution timers against each ticket's SLA, then get an early-warning alert when a ticket is about to breach - so leads can step in while there's still time to save it.
A live monitor that loads your open tickets, computes each one's timers against its SLA in your real business hours, surfaces the tickets that are about to breach, emails the lead, and logs every intervention a person approved - with the exact SLA state captured at the moment of decision.
Before you start
- A list of open tickets with created-at, last-response-at, status, and customer tier (CSV, Google Sheet, or helpdesk export)
- Your SLA targets per tier (first-response and resolution)
- Free Vercel, Supabase, and Resend accounts
- Claude Code installed on your machine
The problem this kills
By the time a ticket actually breaches its SLA, it's too late - the customer is already unhappy, the credit is already owed, and you're explaining it to your boss. Most teams find out about breaches the same way: in a Monday report, after the fact. The timers are ticking quietly inside the helpdesk, and nobody is watching the ones that are 30 minutes from going red.
What you really need is a heads-up before the line is crossed - a quiet nudge that says "Ticket #4821 for an Enterprise customer is 45 minutes from breaching first response, and nobody has touched it." That's the window where a lead can actually do something: reassign it, escalate it, or ping the owner.
What you'll build
A small, private web tool that watches your open tickets and warns you early. It pulls in your open tickets (from a CSV, a Google Sheet, or a helpdesk export), computes each ticket's first-response and resolution timers against the SLA for that customer's tier - using your business hours and holidays, not a naive 24/7 clock - and flags the ones approaching breach. When a ticket crosses your warning threshold, it emails the lead a clear alert with a proposed action. The lead reviews, approves, and only then is the intervention logged.
What's inside the Implementation Plan
- A copy-paste runbook you hand to an AI coding agent (Claude Code) - it does the building, you steer.
- It opens by interviewing you about your business - your tiers, your SLA targets, your ticket fields and naming, your real business hours and holidays, your volumes, and your messy exceptions - so the tool is tailored to how you actually run support, not a generic template.
- Step-by-step build instructions, each ending with a ready-to-paste prompt.
- A data model and timer logic shaped around your answers (business-hours math, per-tier targets, sensible warning thresholds).
- The full governance layer baked in (login, per-org data isolation, audit trail, human approval gate, duplicate guards).
- A "No API yet?" fallback so you can run it today off a spreadsheet and export a clean at-risk list every run.
The governance it includes (this is the point)
- Login so only your team can open the tool.
- Row-level security so each organization only ever sees its own tickets and SLA data.
- A complete audit trail - who approved which intervention, when, and what the SLA state was at that exact moment.
- A human-in-the-loop gate - the monitor proposes an action (reassign, escalate, ping owner) but a lead must confirm before any escalation or reassignment is committed.
- Duplicate guards - the dedupe key is ticket ID + alert level, so the same ticket never re-alerts the same warning level twice and your inbox stays trustworthy.
Who it's for
Support leads, duty managers, and ops teams who carry SLA commitments and are tired of finding out about breaches after they've already happened. If you can describe your tiers and your targets, you can build this.
You've got this - paste the first prompt and let the agent interview you.