SLA Guard — Ticket SLA Escalation Manager for Perfex CRM

Important: SLA Guard is a module that runs inside Perfex CRM — not a standalone application. You need an existing install of Perfex — Powerful Open Source CRM to use it.

SLA Guard adds full SLA governance to Perfex CRM tickets: configurable policies, a real-time breach semaphore, automatic escalations with anti-spam cooldown, compliance reports exportable to CSV, and the unique “no-policy coverage” KPI that flags tickets that match no policy at all. Built native to Perfex 3.x, fully self-hosted, no external services, no recurring fees.

Every support team that sells service levels to clients needs accountability: who responded first, who breached, how often, on which department. Perfex core has none of this. Existing marketplace options either implement department-level SLA without per-client granularity, skip working-hours awareness, or omit escalation entirely. SLA Guard delivers all of it — standalone, at a single price, without requiring additional modules.

Why SLA Guard is different

• Per-client SLA policies. Define a different SLA for your VIP accounts. The policy matcher resolves by (department, priority, client) with a fallback to (department, priority) general — the same logic enterprises use, available to 3-agent teams.
• Anti-spam escalation cooldown. A breached ticket will not flood the manager’s inbox. The configurable cooldown (default 60 minutes) ensures exactly one escalation email per window, regardless of how many cron ticks fire.
• No-policy coverage KPI. Most SLA tools only report on tickets they track. SLA Guard counts the tickets that match no policy — the blind spot that causes undetected breaches. This KPI lives on the dashboard so gaps are visible before they become a support crisis.
• Business hours built in. Both first-response and resolution deadlines can be calculated within your configured working window. A ticket opened at 5 PM on Friday does not breach over the weekend.
• Escalation to a named staff member. Each policy designates a specific manager to notify on breach. No broadcast-to-everyone noise — the right person gets the alert.
• Self-hosted, source included. No external API calls, no data leaves your server, no monthly fee. Install once and own it.

What’s inside

DASHBOARD

• Hero scorecard: on-time %, total under SLA, breached count, no-policy count — all live
• 5 KPI cards with colour coding matching the ticket monitor semaphore
• Top-5 breaching departments and top-5 agents with the most overdue tickets
• Recent activity timeline with deep links to each affected ticket
• Onboarding panel for fresh installs — guides the admin to the first policy in under 3 minutes
• Cron status banner when the last cron tick is overdue (alerts before silent detection gaps)