Setting Remediation Service Level Agreements (SLAs)
The Platform enables the establishment of company-wide remediation SLAs for any issue, providing a structured approach to monitoring and managing your remediation efforts. Setting SLAs helps in assessing the timeliness of issue resolutions and compliance with set standards.
Steps to Set SLAs:
Access SLA Settings:
Navigate to 'Company' on the Menu.
Enable SLAs:
Activate SLAs for your company by toggling the ‘Enable SLA timelines’ slider.
Customize SLA Timelines:
Prism provides default SLA timelines. Adjust these for each risk category using the + or – icons.
Email Notification Settings:
Opt for email reminders by enabling the ‘Email reminders’ slider.
Notifications are sent for issues:
Five days before the deadline.
On the day they reach their SLA.
Ten days post the SLA deadline for remediation.
Save Changes:
Confirm your settings by clicking ‘Save Changes’.
Monitoring SLAs:
Visibility: View SLAs in action via the Phases or Issues interfaces under Results.
SLA Status Indicators:
Hover over SLA status bars for detailed timeline and duration information.
A red status bar indicates exceeded SLA deadlines.
An orange status bar shows remaining days for remediation.
Filtering by SLA:
SLA-Based Filtering: Use the Issues Interface for SLA filtering.
Filter Categories:
On Track: Issues within agreed remediation timelines.
Warning: Issues with 5 days remaining until the SLA deadline.
Expired: Issues past their remediation timeline.
Efficient Remediation Management:
By setting and monitoring SLAs on the Platform, you gain valuable insights into your remediation process, ensuring timely issue resolution and adherence to agreed standards.
Related Articles