SLA breaches don’t happen because teams are slow. They happen because no one’s watching the clock.

Most businesses assume service delays are due to underperformance or inefficiency. In reality, a lack of real-time visibility is what ultimately kills performance. 

For instance, in a 2019 SRE (Site Reliability Engineering) survey, 49% of respondents reported being involved in incident resolution within the previous week alone, highlighting how frequently deadlines slip without proactive monitoring (Source: Catchpoint)

Teams rarely see them coming until the SLA is already breached.

That’s where SLA monitoring comes in. It continuously watches the clock, flags delays, and empowers teams to act before a breach occurs.

And the best part? You don’t need to build it from scratch.

In this step‑by‑step guide, you’ll learn how to build powerful SLA monitoring software using Joget — a no‑code/low‑code platform that makes it easy to automate workflows and stay ahead of deadlines.

What Is Joget and Why Use It?

Most business apps never get built. Why? Because they take too long, cost too much, or require too many developers. That’s where Joget changes the game.

A. Joget: Build Apps Without the Bottlenecks

Joget isn’t just another software tool—it’s a low-code platform built for speed, simplicity, and real business results. Whether in operations, IT, or management, you can turn ideas into fully functional apps without writing a single line of code.

Open Joget. Start building. Drag in a form. Drop in a button. Link a few actions. Done.

It’s that fast.

B. No Code? No Problem.

Joget provides you with visual tools that feel familiar, such as building a slide deck or setting up a project board. But this time, the result is a live, working app that automates tasks, captures data, and connects with your systems.

• Pre-built templates to launch faster without starting from scratch.
• Workflow automation reduces manual tasks and saves hours every day.
• Seamless integration connects smoothly with your existing tools and platforms.
• Scalable apps grow effortlessly alongside your expanding business and needs.

Joget puts you in control.

C. Why It’s Built for SLA Monitoring

When handling service deadlines, timing is crucial. So do alerts, roles, and accountability.

SLA Monitoring Software needs to show what’s happening now. Not after things go wrong. 

Joget helps you see everything. You can create live dashboards, build workflows that follow the rules, and trigger actions when deadlines are close.

It’s also built to automate manual workflows. Think: no reminders, no follow-ups—just actions happening when they’re supposed to.

Core Features Needed in SLA Monitoring Software

You can’t manage service levels with reminders and spreadsheets. You need systems that act before things break.

A. Timers That Do More Than Count

A deadline isn’t enough. You need to see how close you are to it—live.

SLA Monitoring Software should display real-time timers that update as the task progresses. The closer the deadline, the more visible the urgency.

In Joget, these timers aren’t passive. You can set them to trigger changes, push updates, or escalate when time is running out.

Key Features

• Keep track of task progress instantly with live, always-updating visual countdowns.
• Turn approaching deadlines into triggers for smart workflow automation actions.
• Let the system respond before humans need to step in.
• Highlight urgency with dynamic visuals that shift as time shrinks.
• Configure escalations that activate automatically when critical time thresholds are crossed.

B. Built-In Escalation That Thinks Ahead

Things fall through the cracks. That’s normal. What matters is how quickly they rise to the surface.

Escalation logic handles this. If a ticket isn’t closed in time, it moves to the top. If no one acts, it will continue to rise.

You can automate manual workflows by linking escalations to roles or departments. No emails. No manual oversight. The system handles it.

Key features

• Automatically escalate unresolved tasks to higher roles or decision-makers.
• Prioritize overdue items by raising their visibility in real-time views.
• Eliminate manual chasing with fully automated escalation workflow rules.
• Route critical issues directly to departments responsible for quick action.
• Ensure accountability by linking task urgency to organizational hierarchy rules.

C. Clear Status and Smart Priorities

People work faster when they know what’s urgent.

With tags like “Open,” “At Risk,” or “Breached,” and labels like “High Priority,” everyone sees what needs attention first.

These small touches reduce confusion and wasted effort. And Joget lets you customize them however your team works best.

Key features

• Visual tags like “At Risk” instantly signal task time sensitivity.
• Priority labels show what needs attention before deadlines are missed.
• Teams act faster when urgency is visible and shared among team members.
• Custom labels align with workflows your team already understands well.
• Reduce wasted effort by showing exactly what matters right now.

D. Workflows That Match Reality

No two teams follow the same path. 

That’s why workflows must be flexible. Development with Joget lets you build workflows that match how your actual team works, not just a template. 

Whether it’s a 2-step check or a 5-step approval, you create what fits.

Key Features

• Design workflows that reflect your team’s real-world daily operations.
• Skip rigid templates — build approval steps your process needs.
• Customize flows for simple tasks or complex multi-step decision chains.
• Adapt quickly as team structures, priorities, or processes evolve internally.
• Let your workflow mirror how your team naturally gets work done.

E. Alerts That Help

Real-time alerts stop silent failures.

If a task has been sitting for too long or the deadline is approaching, the system can notify the right person. Not everyone. Just the one who needs to know.

Alerts can be emails, messages, or even in-app nudges.

Key Features

• Real-time alerts detect inactivity and warn before failures happen.
• Targeted notifications reach only the person responsible, not everyone else.
• Multi-channel alerts via email, chat, or in-app gentle nudges.
• Deadline warnings activate automatically as the due date approaches.
• Intelligent monitoring ensures nothing slips through unnoticed or unaddressed again.

F. Full History, Without the Extra Work

When something goes wrong, people want answers. 

Audit trails show who did what, and when. They help you identify gaps quickly and fix them without guesswork.

Joget does this automatically. No one has to remember to log things.

Key Features

• Audit trails track every action with accurate time and user stamps.
• Quickly identify process gaps without relying on memory or assumptions.
• Automatically log activities — no manual tracking or updates needed.
• Strengthen accountability by clearly identifying who did what and when.
• Investigate issues faster with complete visibility into task-level history logs.

Planning Your SLA Monitoring App in Joget

Before you build anything in Joget, stop and sketch it out. You’ll catch things early—like missing steps or clunky handoffs- before they become painful to fix later.

A. First, Figure Out Your Process

Try walking through the whole thing. Picture someone raising an issue—say, a broken laptop. 

Then ask: What happens next? Does it go straight to IT? Does someone triage it first? What if it doesn’t get fixed in time? Who steps in?

Lay it out on paper. Or use a whiteboard. Don’t overthink it—just make the path clear. Even a quick table works.

B. Next, who’s involved?

Be specific. 

If a support agent raises a ticket, who watches the clock? Who gets notified when something’s late? Who closes it out? 

Guessing won’t cut it later when you’re assigning roles and permissions.

C. Define SLA Levels Early

Not every request is equal. 

A server outage is not the same as a slow-loading page. Define your urgency tiers and give them time limits. 

Two hours for critical stuff? 24 or 48 for low-priority ones. Your SLA Monitoring Software should handle these tiers without needing daily check-ins.

D. Sketch Your Forms and Flow

Think about what people see and do. What form do they fill out? What happens when they hit submit? What should trigger a reminder? Or an escalation?

Anywhere people are doing the same thing over and over—such as notifications, updates, and status changes—flag it. 

You can automate manual workflows, freeing up hours every week.

Step-by-Step: Build the SLA App in Joget

If you're building an SLA monitoring system in Joget, don’t wing it. Break it into focused pieces. Each part—from the form to the alerts—should do one job well. Here’s how to build it from the ground up.

Step 1. Create the SLA Request Form

The form is your app’s front door. Open Joget’s Form Builder and keep it simple, but smart.

Include fields like

• Requester name
• Issue type (dropdown)
• Priority level (Low / Medium / High)
• Due time

Use dropdowns wherever you can. This helps avoid messy, inconsistent input. For “Priority,” tie it to backend logic, so “High” might mean 4 hours, and “Low” might mean 48. Use validation rules to ensure people don’t skip key fields.

Also, think about the user. If this form is intended for internal teams, label it in their language, rather than using IT jargon. Clarity saves you from support requests in the future.

Keep it clean. A form should never feel like a survey.

Step 2: Set Up the SLA Countdown Logic

Now that tickets can be submitted, you need a way to track if they’re on time or already late.

In Joget, add a calculated field that compares “Now” with the “Due Time.” 

• Time left in hours/minutes
• A breach status (like “On Track” or “Overdue”)
• Color indicators (green/yellow/red)

This isn’t just cosmetic. Visual feedback pushes users to act.

For greater flexibility, consider using plugins from the Joget Marketplace. Some offer working-day calculations, buffer periods, and SLA-specific time logic.

At this stage, you’re adding accountability without needing managers to manually check every ticket. This is where SLA Monitoring Software shines—it quietly keeps everything moving.

Step 3. Design the SLA Workflow

Open Joget’s Process Builder and drop your first step: Ticket Submitted.

From there, connect it to an auto-assignment step. 

• If the issue type is 'Hardware', send it to IT support.
• If priority = High, skip the queue and notify the team lead.

Now, add a decision point: has the SLA been met? If yes, continue to closure. If no, route it to escalation. 

• A status update
• A notification (email or in-app)
• A reason for delay (optional form field)

Use automated notifications to let teams know what’s overdue—without pinging them every five minutes.

This is where you start to automate manual workflows that typically consume your afternoons.

Step 4. Add SLA Monitoring Dashboard

Once things are flowing, you need to see what’s happening.

Open Userview Builder and create a new menu for “SLA Monitoring.”

Add components

• Pie charts showing open vs. breached tickets
• Bar charts for breach count by issue type
• Tables showing overdue items, sorted by urgency

Let users filter by priority, assignee, or status. For example, a team lead could filter for “High Priority – Breached” in one click.

Also, personalize it. An agent should see their tickets. A manager should see team-level stats.

Dashboards aren’t just for pretty charts—they’re where trends and red flags show up. The quicker you spot them, the better your SLA performance will be.

Step 5. Enable Alerts and Escalations

This part is all about timing.

In Joget, set up conditional email alerts that trigger when a breach occurs.

If status = Open AND due time < Now AND priority = High → Notify manager + escalate to next-level support.

You can also add these alerts directly into the process workflow. Utilize email tools or third-party plugins to tailor messaging and scheduling.

Don’t forget to limit noise. Not every delay needs a team-wide email. Target only what matters.

Also, consider Slack or Teams integrations if your org uses them. Receiving a live alert in chat is often faster than receiving an email, and it's easier to act on.

The result? Fewer delays, quicker recoveries, and a team that stays ahead of issues, not behind them.

Testing Your SLA Monitoring App

Testing is not just about functionality—it’s about confidence. Before launch, simulate real scenarios to ensure everything works as intended.

1. Use Dummy Tickets

Create test records with priorities (Low, Medium, High) and due times. Push each one through the workflow to validate the app's behavior under different SLA conditions.

2. Test Countdown and Breach Logic

Check the SLA countdown timer. Is it showing accurate time left? Do breached tickets display the correct alert status or message? Test both near-deadline and overdue scenarios.

3. Trigger Notifications

Submit test tickets and observe how email or app notifications behave. Are alerts being sent only when they should? For high-priority breaches, ensure the escalation logic routes to the correct role.

4. Involve Real Users for UAT

Run a User Acceptance Test (UAT) with internal team members. Allow actual users to navigate the app and report any confusion, delays, or inconsistencies they encounter. Their feedback helps refine the UX and identify any missed logic.

5. Fix Gaps Before Launch

Tweak field labels, fix routing bugs, and smooth out any workflow hiccups. Use insights from testing to build a launch-ready SLA Monitoring Software that won’t surprise your users later.

Publishing and User Access for SLA Monitoring App

Once your app passes testing, it’s time to move from staging to production. Joget’s deployment tools make this quick and painless.

1. Set Up Userview

Use the Userview Builder to customize your app layout. Organize pages such as “Submit Ticket,” “View SLA Status,” and “Dashboard” in a way that aligns with your team's daily workflow.

2. Set Role-Based Permissions

Assign access based on user roles. 

• Requesters can only submit and track tickets
• Agents can resolve and update statuses
• Managers can view dashboards and breach analytics

These rules help secure the app and tailor the experience to each user type.

3. One-Click Publish

Once everything’s in place, hit “Publish”. The SLA monitoring app goes live instantly—no manual deployment or backend restarts are required. 

Share the app URL with your team, embed it in your portal, or link it from internal tools.

Why SLA Monitoring with Joget Transforms Service Delivery

Monitoring SLAs is about delivering services faster, more clearly, and in a more responsive manner. 

With a smart SLA monitoring system, teams don’t wait for problems to surface; they anticipate them. Deadlines stop slipping, managers gain real-time visibility, and bottlenecks get resolved before they snowball.

That’s the kind of system Joget development makes possible — and fast.Best of all, you've created this system without extensive coding or IT resources. 

The drag-and-drop approach enables you to easily adapt your SLA monitoring software as processes evolve, automating manual workflows without needing to start from scratch each time. 

At AppsRhino, we help businesses build custom SLA monitoring systems in days or weeks, not months. 

These are the features we can incorporate into your custom SLA software: 

• Real-time SLA status dashboards
• Customizable SLA threshold settings
• Color-coded compliance indicators
• Automated SLA escalation workflows
• Integration with ITSM ticket systems
• AI-powered SLA breach predictions
• Custom SLA reporting templates
• Mobile-friendly user interface

Using Joget’s Gen AI-enabled low-code/no-code platform, our team designs workflows, automations, and dashboards tailored to how your service operations actually run, without the typical dev delays.

Want to build a system that scales with your needs?
Let AppsRhino help you get there.

Frequently Asked Questions (FAQs)

Can I build SLA monitoring without any coding knowledge?

Yes, Joget's low-code platform is designed for business users. The drag-and-drop interface, pre-built components, and visual workflow designer eliminate the need for traditional coding. 

You'll need to understand your SLA process well, but the technical implementation requires no programming background.

How does the SLA timer handle different time zones?

Joget supports time zone configuration at both the system and user levels. You can set up SLA calculations based on the service provider's time zone or the customer's time zone. 

For global teams, you can incorporate time zone logic into your SLA calculations to ensure fair service delivery regardless of location.

Can I integrate the SLA monitoring app with our existing ticketing system?

Absolutely. Joget provides multiple integration options, including REST API, database connectors, and webhooks. You can set up bidirectional data flows that sync SLA information with external systems. 

For example, you might pull ticket information from ServiceNow while sending SLA breach alerts back to it.

How do I handle SLAs with different business hours?

For organizations that don't operate 24/7, you can configure the SLA timer to account for business hours, weekends, and holidays. 

Use Joget's calculated fields to implement working-hour calculations or leverage marketplace plugins designed specifically for business time tracking. 

This ensures SLA timers pause outside of operational hours.

What's the best way to report on SLA performance trends?

Joget includes built-in reporting tools for tracking historical SLA performance. Create dedicated dashboard views that show monthly trends, breach rates by priority, and team performance. 

For deeper analytics, you can connect your Joget app to BI tools through database access or API integration, enabling advanced performance tracking over time.