SLA¶
SLA policies governing incident response timers.
Route: /sla
Role gating: read for all; create / edit / delete require admin.
Dashboard stats¶
Top of the page shows four summary cards: SLA Compliance %, Avg Resolution (min), Total Breaches, and Total Incidents.
Model¶
Each SLA policy targets one severity (critical / high / medium /
low) and defines three timers, all in minutes:
| Timer | Meaning |
|---|---|
time_to_acknowledge_minutes |
Time until an incident is assigned or first commented |
time_to_first_response_minutes |
Time until the first agent or human action |
time_to_resolution_minutes |
Time until the incident reaches resolved |
Each policy may also set business_hours_only (timers pause outside
business hours) and be marked is_default. Default policies are the
ones the live timer on the Incidents page compares against. At least
one default per severity is recommended.
Table columns¶
- Severity.
- TTA (time to acknowledge, minutes).
- TTFR (time to first response, minutes).
- TTR (time to resolution, minutes).
- Business hours flag.
- Default flag.
- Edit / Delete actions.
Actions¶
- Create / edit via modal. Fields mirror the model above.
- Delete an existing policy.
Default seed¶
A fresh tenant ships with one policy per severity:
| Severity | Acknowledge | First response | Resolution |
|---|---|---|---|
| critical | 5 min | 10 min | 60 min |
| high | 15 min | 30 min | 4 h |
| medium | 30 min | 60 min | 8 h |
| low | 60 min | 120 min | 24 h |
These are starting points; tune them per tenant.
Related routes¶
incidents.md— the live SLA timer compares against the default policy for the incident's severity