Overview

A property management operations center needed a configurable alerting system that could monitor metrics from multiple source systems (work order ages, lease events, vendor SLA timers, financial thresholds) and route alerts to the right person at the right time via the right channel.

What We Built

• Alert rule builder: condition (threshold/pattern), source, escalation ladder, delivery channels
• Multi-channel delivery: email, SMS (Twilio), Slack webhook, in-app notification
• Escalation engine: if unacknowledged within N minutes, escalate to next tier
• Acknowledgment and resolution tracking with time-to-respond reporting
• Suppression windows for scheduled maintenance

Stack

PHP 8.2, MySQL, Redis (queue), Twilio, AWS SES, Slack API.

Outcome

Mean time to acknowledge critical alerts dropped from 47 minutes to 6 minutes. Zero missed SLA penalties in first operational quarter.