Service Level Agreements¶

SLA policies define the response and resolution targets for tickets based on priority, ticket type, and other criteria. The platform uses these targets to track SLA compliance, surface breached or at-risk tickets, and trigger escalation notifications.

Overview¶

SLAs in the platform are configured around priority levels. Each priority defines a response target (how quickly the ticket should be acknowledged) and a resolution target (how quickly it should be resolved). Targets can be measured in working hours or calendar hours depending on the priority.

SLA policies can be assigned as defaults per ticket type, applied automatically via ticket rules, or set manually on individual tickets.

SLA Escalation Rules¶

Separate from ticket rules, SLA escalation rules fire based on SLA timer events (approaching breach, breached) rather than ticket property changes. These are configured within the SLA policy and determine who is notified and what actions are taken when SLA targets are at risk.

Remediation SLAs¶

For compliance-related ticket types like Issues, remediation SLAs follow FedRAMP's prescribed timelines:

These are configured as SLA policies assigned to the Issue ticket type and enforced through the platform's SLA tracking.