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How does this feature work?
Admins can create two types of SLAs:
- Assignment SLA: It covers the triaging phase of an incident and tracks the time from the opening of an incident to the time when it is assigned to a user.
- Response SLA: It covers the post-triaging phase of an incident and tracks the time from the assignment of an incident to the closing of the incident.
Setting up the breach limits
Incident management at scale
- A bird’s eye view for tracking the performance of the incident response teams through dedicated real-time SLA status tracking widgets on the Dashboard. This enables incident response managers to identify the gaps or shortcomings in crucial metrics, such as Mean-time-to Response (MTTR) and Mean-time-to-Detection (MTTD).
- The incident management process, when coupled with the relevant automation, allows service desk teams and analysts to keep an eye on SLA compliance, and improve performance over time. Organizations can further improve SOC maturity by establishing customizable yet consistent incident management processes for teams spread across different business units or geographic locations.
Posted on: August 27, 2020
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