NexusFeatures → SLA monitoring
SLA monitoring & breach alertsCatch the breach before it bites.
Nexus puts a live countdown to breach on every at-risk ticket, right where the whole team can see it — then raises the alarm before the clock runs out. Thresholds, chat and push alerts, and a full-screen war-room takeover, all reading your help desk's own SLA targets. Self-hosted and flat-priced.
SLA risk, impossible to miss.
Live breach countdowns
Every at-risk ticket carries a live timer to breach, read from its SLA target and sorted by urgency — so the room picks up the ticket that's about to go red, not the one that shouted loudest.
At-risk thresholds
Set a limit on how many tickets can be approaching a breach before Nexus reacts. Cross it and an alert fires; cooldowns stop a flapping number spamming, and a recovery message lands when it clears.
War-room takeover
When a ticket is within about 30 minutes of breaching, an opt-in full-screen red alert takes over the board — the at-risk list and their countdowns, front and centre, until the queue is back under control. (Enterprise)
Loud when it matters. Quiet when it doesn't.
SLA and threshold alerts reach the people who can act — without turning into noise nobody reads.
Slack, Teams & Discord
Threshold webhooks post to your team's chat with a clear message — and a green recovery note when the metric comes back. Cooldowns keep a busy hour from becoming a wall of pings.
Mobile push
Send the same alerts to your phone with the iOS and Android apps, so an on-call lead knows the queue is spiking without watching the wall.
On-board & notification centre
An optional sound on breach risk, plus a notification centre that keeps a history of every SLA warning, recovery, offline screen and goal — each one click from the tickets behind it.
Reads your real targets
Nexus reads each ticket's SLA target straight from your help desk — Zendesk, Freshservice, HaloPSA, Jira Service Management and more — so the countdown reflects your actual policy, not a re-implementation.
Your data stays yours
Self-hosted: SLA and customer data never leave your server. Prefer not to host it? A managed private instance in a UK or EU region is £15/month on any plan.
Flat, honest pricing
£29–£119/month flat, unlimited agents and screens. Business-hours First Response and the SLA war-room come with Enterprise.
SLA monitoring FAQ.
Does Nexus show SLA breach countdown timers?
Yes. Every at-risk ticket carries a live countdown to breach, read from its SLA target in your help desk and sorted by urgency, so the whole room can see what needs picking up first — from across the floor.
Can I set warning thresholds for SLA risk?
Yes. Set a threshold on the number of tickets approaching an SLA breach and Nexus fires an alert when it meets or exceeds that value. Thresholds have cooldowns so a flapping number doesn't spam, and a recovery message is sent when it clears.
Where do SLA breach alerts go?
Threshold alerts post to Slack, Teams or Discord via webhook, and reach your phone as mobile push (iOS and Android). The board itself can also play a sound and, on Enterprise, take over full-screen in a red war-room mode when a ticket is close to breaching.
What is the war-room takeover?
An opt-in, full-screen red alert that takes over the board when a ticket is within about 30 minutes of breaching its SLA target, listing the at-risk tickets with their countdowns until the queue is back under control. It's an Enterprise feature.
Does Nexus define SLA policies, or read them from my help desk?
Nexus reads each ticket's SLA target from your connected help desk and surfaces the risk live. Your SLA policies stay defined where they already are; Nexus makes them visible and loud. See the alerts guide.
Is SLA monitoring self-hosted?
Yes. Nexus runs on your own server and reads your help desk directly, so SLA data and customer information never leave your infrastructure. A managed private instance in a UK or EU region is available if you'd rather not host it yourself.
Put the countdown on the wall.
Demo mode fills the board with realistic sample data — including at-risk tickets and their countdowns — in about 30 seconds. No account, no card. Plans start at £29/month flat, with a 14-day free trial billed only if you keep it.