FS-DOC-01Operations
Launch Plan
SLA Monitoring & Breach Alerting
[YourCompany.com] · Customer Support Department · Prepared by FullSpec · [Today's Date]
This Launch Plan gives you a clear, stage-by-stage picture of how your SLA Monitoring & Breach Alerting automation is built, tested, and handed over to your team. It covers what is being built, what FullSpec handles at each stage, what you need to provide, and how to know the automation is working once it goes live. You do not need any technical knowledge to follow this document. FullSpec manages the entire build from configuration through to go-live.
01What you're launching
Right now your Support Lead spends roughly 6 hours every week manually scanning the Zendesk queue, cross-referencing HubSpot to identify each client's SLA tier, calculating business-hours time remaining by hand, sending individual Slack warnings, escalating critical tickets, updating notes, and compiling the weekly report. Any absence or busy period breaks the chain and tickets breach without warning. This automation replaces all nine of those manual steps with two agents that run on a 15-minute schedule, classify every open ticket, and route graded alerts to the right people automatically. The one step that stays human is the support manager's judgement call when a PagerDuty escalation fires.
Process
SLA Monitoring & Breach Alerting
Trigger
Scheduled poll every 15 minutes across all open Zendesk tickets
Final output
Graded Slack alerts, PagerDuty escalations, Zendesk audit notes, HubSpot breach records, and a weekly Gmail summary sent every Monday morning
Agents being built
2 agents: SLA Monitor Agent, Alert Dispatch Agent
Tools involved
Zendesk, HubSpot, Slack, PagerDuty, Gmail
Volume
Approximately 200 ticket SLA checks per week, running multiple times daily across every open ticket
Launch PlanPage 1 of 4
FS-DOC-01Operations
02How the build works
FullSpec runs the build in four sequential stages: Connect, Build, Test, and Launch. Each stage has a defined set of tasks and a clear handoff point. You are involved at the beginning and end of the process. The heavy technical work in the middle is handled entirely by the FullSpec team, so your team can keep running support operations as normal throughout the build.
Complexity level: Moderate. Estimated delivery window: 3 to 4 weeks (15 to 20 business days). The delivery clock starts at the close of Connect, not payment. Connect must be completed and all credentials confirmed before the build timer begins.
1Connect
Estimated time: 1 to 2 business days
FullSpec
Send the credential request checklist; confirm API access requirements for Zendesk, HubSpot, Slack, PagerDuty, and Gmail; review your SLA tier structure and flag any data gaps in HubSpot client records and Zendesk field naming.
You
Provide API credentials and tool access (see Section 03); confirm the number of SLA tiers in use; confirm which HubSpot field stores the SLA tier per client; confirm business-hours calendars and any time zone considerations.
2Build
Estimated time: 6 to 10 business days
FullSpec
Build the SLA Monitor Agent (scheduled Zendesk poll, HubSpot SLA tier lookup, business-hours calculation logic, and ticket classification); then build the Alert Dispatch Agent (Slack warning at 75%, PagerDuty escalation at 95%, Zendesk internal note posting, HubSpot breach record creation, and Monday morning Gmail summary). Configure all threshold values and escalation routing.
You
Remain available to answer questions about edge cases in your SLA tier setup or escalation routing. No build work is required from your team during this stage.
3Test
Estimated time: 3 to 5 business days
FullSpec
Run end-to-end tests using live tickets in a staging environment; verify Slack alerts fire correctly at the 75% threshold; confirm PagerDuty escalation triggers at 95% and routes to the correct on-call person; validate Zendesk note posting, HubSpot breach logging, and the weekly Gmail summary output. Fix any issues before signoff.
You
Review a short test summary provided by FullSpec; confirm that alert formats, escalation recipients, and the Gmail report layout match your expectations. Raise any changes before launch.
4Launch
Estimated time: 1 to 2 business days
FullSpec
Switch the scheduled poll to the production Zendesk instance; activate live monitoring; deliver the SOP and runbook documentation; brief your support team on alert formats, how to read PagerDuty notifications, and how to flag exceptions.
You
Attend the go-live team briefing (30 minutes); confirm the first live Slack alert is received correctly; notify your support manager that PagerDuty escalations are now automated.
Launch PlanPage 2 of 4
FS-DOC-01Operations
03What FullSpec needs from you
FullSpec needs only access to your existing tools. No technical knowledge is required from your side. The table below lists exactly what is needed for each tool and when to have it ready. Everything on this list should be in place before Connect closes so the build can start without delay.
Zendesk
Admin API token or OAuth credentials with read access to tickets and write access to post internal notes; confirmation of the custom field or tag used to store the client identifier on each ticket.
Before Connect closes
HubSpot
Private app access token with read access to contact and company records; name of the HubSpot property that stores each client's SLA tier.
Before Connect closes
Slack
Incoming webhook URL or bot token with permission to post messages to the relevant support channel; name of the channel where agent warnings should be sent.
Before Connect closes
PagerDuty
Integration key for the target service; confirmation of the escalation policy name and on-call schedule to be used for critical ticket alerts.
Before Connect closes
Gmail
OAuth authorisation for the sending account; confirmation of the manager email address that receives the Monday morning weekly summary.
Before Connect closes
Key decision before Connect closes: You must confirm how many distinct SLA tiers your business currently operates and verify that those tiers are recorded consistently on client records in HubSpot. If client SLA tiers are stored in a spreadsheet or recorded inconsistently across CRM records, a data cleanup step will be needed before the SLA Monitor Agent can run reliably. This is the single most common cause of delayed go-live dates on this process. Raising it early keeps the 3 to 4 week window on track.
04Your role once live
Once the automation is live, the day-to-day monitoring burden is removed from your team. The table below is clear about what stays with you, what moves to FullSpec, and what is handled automatically without either party touching it.
Role
Ongoing responsibilities
What you no longer touch
You (business owner / support team)
Respond to PagerDuty escalations when a ticket reaches 95% of its SLA window; update SLA tier records in HubSpot when a client's contract changes; attend any threshold reconfiguration conversations if business rules change.
Manual queue scans; looking up SLA tiers by hand; calculating time remaining; sending individual Slack warnings; logging breaches to a spreadsheet; compiling the weekly report.
FullSpec
Monitor automation health and alert delivery; apply any threshold or routing updates you request; provide ongoing support via support@gofullspec.com for any issues with agent behaviour, missed alerts, or data mapping changes.
N/A
Launch PlanPage 3 of 4
FS-DOC-01Operations
05What success looks like
The table below sets out what you should expect to see at each milestone after go-live. Use these as your checkpoints for confirming the automation is delivering its intended value.
Timeframe
What to expect
Sign of success
Week 1
The SLA Monitor Agent begins polling Zendesk every 15 minutes. Slack warnings start arriving at the 75% threshold. The first PagerDuty test escalation is confirmed. Your Support Lead's queue-scanning time drops immediately.
Your team receives at least one correctly formatted Slack alert on a real at-risk ticket. No manual queue scan is needed to catch it.
Month 1
Zendesk internal notes are appearing automatically on monitored tickets. HubSpot breach records are being created for any tickets that cross the SLA window. The first two or three Monday morning Gmail summaries have been delivered to the support manager.
The Support Lead reports less than 1 hour per week spent on SLA monitoring tasks, down from 6 hours. The first weekly report arrives without any manual compilation.
Month 3
SLA breach rate has reduced toward the target of under 3% of tickets. Alert lead time is consistently at 25% or more of the SLA window remaining. Breach audit coverage in HubSpot is at 100%, replacing the partial spreadsheet log. The automation has run approximately 960 poll cycles without manual intervention.
Your support manager can see breach trends in HubSpot without asking the Support Lead for a report. No SLA breach goes undetected or unlogged. The process no longer depends on any single person being present.
Next step: FullSpec will send you the credential request checklist within one business day of this document being confirmed. Complete the checklist and return it to support@gofullspec.com to open the Connect stage and start the delivery clock. If you have questions about any credential on the list, the FullSpec team will walk you through it.
Launch PlanPage 4 of 4