Managing Service Level Agreement (SLA)

Kaspersky Next XDR Expert allows you to configure Service Level Agreement (SLA) entries that define the time limits to process incidents.

You can define an SLA entry for a combination of incident workflow and priority.

The Incidents table and incident details show the remaining time for SLA entries.

You can configure an email notification template with the Incident SLA expiring and Incident SLA changed types.

Restarting calculation of SLA metrics when the incident status is reverted

When an incident is considered responded, SLA metrics for this incident stop being calculated. Reverting the incident status does not restart the SLA metric by default.

To restart calculating SLA metrics when the incident status is reverted:

1. Ensure that the kubectl utility is installed on the administrator host.
2. Run the following command:

   kubectl -n irp set env deploy/incident OSMP_INCIDENT_SLA_DISABLE_RESTART_CALCULATION_ON_START_TRIGGER=true

3. Restart the incident service.

In this section Creating Service Level Agreement (SLA) entries Deleting Service Level Agreement (SLA) entries

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