Enforcing SLA
Last updated
Last updated
OX Security’s Service Level Agreement (SLA) capability is designed to help organizations maintain security standards by setting and enforcing time-based commitments for resolving security issues.
In many cases, organizations commit to their clients that certain types of security issues, especially those with high severity, are resolved within a defined period. OX Security’s SLA management capability enables teams to efficiently track and meet these commitments. It provides a structured way to monitor resolution timelines and automate actions when deadlines are not met.
OX Security’s automated SLA management eliminates the inefficiencies and risks associated with manual SLA tracking.
By centralizing SLA tracking, OX provides real-time visibility and automation, freeing teams from manual work and helping them address issues faster and more efficiently.
You can define SLA conditions based on issue severity.
For instance, set an SLA for Critical issues to be resolved within one day.
You can track SLA compliance in real time across all workloads. This helps teams stay informed of SLA adherence and address breaches quickly.
For example, in the Dashboard you can see the total number of SLA in the overdue status.
While in the Issues page, you can view the status of SLA adherence for each security issue and filter the page info for specific info, such as finding all the issues whose SLA is overdue for 1 day, or all the issues whose SLA will be due in 5 days.
Issues SLA compliance trends provide insights into how well the team is meeting its service level commitments. These reports can be customized to show performance across different business units and teams, helping leadership make informed decisions about resource allocation.
You can find issues SLA trends as part of Executive Reports.
For example, create a monthly report that shows issue resolving trend and issues SLA trend within the defined timeframe. The report can be shared with management to highlight areas for improvement or present successful performance.
OX Security can automatically trigger actions such as Slack alerts or ticket creation when SLA deadlines are breached.
For example, you can define that when the policies with severity level equal or greater than Critical are SLA overdue by 1 day, then a Slack notification is sent.
Before using SLA, you need to enable it.
In the OX app, go to Settings > SLA.
Set the following:
SLA
Enables the capability.
Severity levels (Appoxalypse, Critical and so on)
Set the SLA period for each severity level.
SLA Approaching Overdue Warning Period (in days):
Sets the number of days for the SLA Approaching Overdue status. When this period expires, the issue is considered to have breached the SLA. For example, if the value is set to 5 days, and there are 3 days left until the SLA breach, the following SLA status appears in the issue's info: -3d. This means that this issue's SLA is due in 3 days.
Select SAVE.
