SLA Management in Logsign

1. Introduction to SLA Management in Logsign

SLA Management in Logsign allows security teams to define, monitor, and enforce time-bound rules for incident resolution. By tracking incident response times against pre-configured SLAs, Logsign ensures that your team meets the expected performance benchmarks.

SLAs can be defined based on incident types, severity, or priority levels.

2. Accessing SLA Management

Steps:

1. Login to Logsign:

   • Open your browser and log in to your Logsign.

2. Navigate to SLA Management:

   • In the Settings, select Alerts & Incidents.
   • Navigate to the SLA section.

3. Creating a New SLA Policy

To establish an SLA, you must define rules that specify the time limits for responding to or resolving incidents based on certain criteria.

Steps to Create a New SLA:

1. Open SLA Settings:

   • Click on the SLA section and select + SLA.

2. Define SLA Conditions:

   • SLA Description: Provide a descriptive name for the SLA policy (e.g., "High-Priority Incident Resolution").
   • Conditions: Choose the conditions that this SLA will apply to (e.g., risk score,incident category, organization name).

3. Set SLA Timelines:

   • First Reply Time: Define the maximum time allowed based on the severities for the initial response to the incident. This could be in minutes or hours depending on the SLA.
   • Total Resolution Time: Set the deadline for fully resolving the incident.

   • Save the SLA:

     • Once all the details have been filled in, click Save to apply the new SLA policy.

4. Monitoring SLA Compliance

After defining SLAs, Logsign automatically monitors incidents and tracks their compliance with the SLA terms. This ensures that incidents are handled within the agreed-upon timelines, and the system will provide real-time notifications if SLAs are at risk of being breached.

Steps to Monitor SLA Compliance:

1. View Incident Status:

   • Go to the Incident Management tab to view all incidents. Each incident will display its current SLA status, showing whether it is within or approaching its deadline.

2. SLA Countdown:

   • For each incident, Logsign shows a countdown timer indicating how much time is left to meet the response or resolution deadlines based on the SLA.

5. SLA Reports and Analytics

To maintain service standards and provide transparency in incident management, Logsign provides detailed reporting features for SLA performance. These reports help identify areas where SLA compliance can be improved.