Business-Hours SLA Calculator

The problem this kills

Your SLA says "4-hour response." A ticket lands at 5:58 PM on the Friday before a holiday weekend. Is it due at 9:58 PM Friday? Tuesday at noon? Nobody on the floor actually knows, and the spreadsheet formula somebody built two years ago quietly ignores the new statutory holiday and the EMEA tier's 8x5 window.

So deadlines get computed wrong. Tickets look breached when they aren't, or look fine right up until they blow past a real deadline. Escalations fire at the wrong time. Customers get told the wrong commitment. And every time you onboard a new region or add a 24x7 tier, the math gets more fragile.

The trap is always the same two things: holidays and 24x7 vs 8x5 coverage. Get those wrong and every downstream deadline is wrong. This tool gets them right, on purpose, and locks the rules behind a human approval gate so they can't drift.

What you'll build

A small internal web app, just for your team, that:

• Holds your business-hours configuration - coverage windows, time zones, weekends, and holidays - per tier and region.
• Makes ops review and approve that configuration before it can be used. Nothing computes deadlines off an unapproved ruleset.
• Takes a ticket (its created-at timestamp and its tier) and computes the response due-time and resolution due-time counting only business hours.
• Shows each due-time alongside the exact rules that produced it - which window, which holidays, which version - so anyone can see the math.
• Stores the rule version used on each computed ticket, so a deadline calculated last quarter still reproduces exactly even after you change the rules.
• Exports tickets with their computed due-times to a clean CSV you can paste back into your helpdesk or share with leadership.

What's inside the Implementation Plan

• A discovery interview that runs first. Before it builds anything, the plan has the AI agent interview you about your real coverage windows, your tiers, your regions and time zones, your holiday lists, and your messy edge cases - then it tailors the data model and the calculation rules to your business instead of dropping a generic template on you.
• A precise data model for tiers, coverage windows, holiday calendars, and rule versions.
• The exact business-hours math (skipping nights, weekends, and holidays; honoring 24x7 vs 8x5) explained in plain language and built step by step.
• Copy-paste prompts for each build step - you paste, the agent builds.
• The full governance layer (login, per-org data isolation, audit trail, approval gate, duplicate guards).
• A "No API yet?" fallback so you can run the whole thing today from a CSV, 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 only ever sees its own tickets and config.
• A complete audit trail - who changed a coverage window, who approved a ruleset, who computed what, and when.
• A human approval gate on the business-hours/holiday configuration: the config that governs every deadline cannot go live until a person reviews and approves it.
• Duplicate guards keyed on ticket ID, so the same ticket can't be computed and double-counted twice.

Who it's for

Support ops managers and team leads who keep getting SLA math wrong on nights, weekends, and holidays - and who are tired of trusting a brittle spreadsheet formula to define when a deadline really hits. If you can describe your coverage windows and holidays clearly, you can build this.

You've got this - paste the first prompt and let the interview tailor it to your business.