Service-level agreement (SLA)
Definition
A policy or contractual commitment defining how quickly the SOC must perform specific actions (acknowledge, escalate, contain, resolve) for incidents of each severity class. SLA targets are usually expressed as time-to-action from the moment the incident is confirmed.
Related terms
- Contact tree
- A structured list of individuals and teams to notify during an incident, showing the order of contact and the conditions under which...
- Escalation criteria
- The documented conditions that require an analyst to transfer an incident to a higher tier or to external stakeholders. Examples include: severity...
- Handoff package
- The bundle of information an analyst prepares before transferring an incident to a higher tier. Contents include incident ID, timeline, severity, containment...
- P1/P2/P3/P4 severity tiers
- A common four-level severity classification used in SLA structures. P1 (Critical) carries the shortest time windows; P4 (Low) carries the longest. The...
- SLA breach
- An instance where a required action was not completed before its SLA timer expired. Each breach is recorded against the incident ticket...
Explained in
- Escalation Procedures and SLA ManagementA policy or contractual commitment defining how quickly the SOC must perform specific actions (acknowledge, escalate, contain, resolve) for incidents of each s...