SLA Tracking
How SLA windows work, how to read the countdown timers on incidents, and how to measure your team's SLA compliance.
SLA tracking ensures your team responds to revenue incidents within the time windows needed to minimize damage. Every incident has two SLA clocks: acknowledgment and resolution.
Default SLA windows
Critical incidents - acknowledge within 1 hour, resolve within 4 hours. High severity - acknowledge within 4 hours, resolve within 12 hours. Medium severity - acknowledge within 24 hours, resolve within 48 hours. Low severity - acknowledge within 48 hours, resolve within 7 days.
Custom SLA windows can be configured in Settings > SLA Policy.
SLA timers on incidents
Every incident card shows a live countdown to the next SLA deadline. Green means you have time. Amber means you're within 25% of the window. Red means you're within 10% or have already breached. This lets your team triage the queue at a glance.
What counts as acknowledgment
An incident is acknowledged when an Operator or Admin clicks "Acknowledge" on the incident detail page. The acknowledgment SLA clock stops at that moment. The resolution SLA clock runs from detection until the incident reaches Resolved status.
SLA compliance reporting
Go to the KPI page to see your team's SLA compliance metrics: acknowledgment compliance rate, resolution compliance rate, average time to acknowledge, and average time to resolve - broken down by incident type and severity. These metrics update in real time.
A compliance rate above 90% is strong operational performance. If you're seeing frequent SLA breaches on a specific incident type, it typically points to either detection rules that are too noisy (too many low-value incidents overwhelming the queue), a team capacity issue, or a gap in your remediation process for that incident type.