A Service Level Agreement (SLA) represents a commitment by the SOC to resolve certain types of cases within a specified duration of time. For example, you can specify that cases with a specific tag must be resolved within 30 minutes. When several SLAs are attached to a case (i.e.when several alerts in the case contain SLA) then the case SLA will be assigned with the SLA of the shortest time, as defined in the SLA period field.
The SLA screen tab enables you to add, modify, and delete SLA definitions.
To add an SLA:
- Click the plus icon on the top right of the screen.
- Add in the relevant information to the New SLA Definitions box.
Note that the SLA period is counted from when an alert enters the system.
- Click Create.
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