Overview

Generally, IT teams prioritize tickets in numerous ways considering facts like who raised the issue, the part of the business impacted, and others. The application is highly flexible so as to accommodate the definition of SLA performance goals or policies based on any combination of parameters you specify. More importantly, its level of customizability helps you keep your priorities aligned with evolving business needs.

Once you have concluded the SLAs for your current business and customer needs, you are ready to implement them. The application lets you take the SLA implementation to a new level of ease and effectiveness.

Primarily, it allows you to add various types of breaches to be monitored corresponding to a module, defining the criteria for identifying breaches. These attributes in turn, are integrated within every security policy you create for the module. As a part of security policy creation, you should define the condition under which the policy applies. Subsequently, you can specify the terms for each breach type under various conditions, as applicable. Finally, the escalation details, like the specification for each level of escalation and the resultant actions for the required breach types, must be defined.