SLA breach
Definition
An instance where a required action was not completed before its SLA timer expired. Each breach is recorded against the incident ticket and reported in operational reviews. Repeated breaches in the same category indicate a systemic process or staffing problem.
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...
- Service-level agreement (SLA)
- A policy or contractual commitment defining how quickly the SOC must perform specific actions (acknowledge, escalate, contain, resolve) for incidents of each...
Explained in
- Escalation Procedures and SLA ManagementAn instance where a required action was not completed before its SLA timer expired. Each breach is recorded against the incident ticket and reported in operati...