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SLA Analytics Dashboard

SLA Analytics Dashboard showing SLA overview and team performance

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Overview

The SLA Analytics Dashboard helps organizations measure how efficiently vulnerabilities are being remediated according to defined Service Level Agreements (SLAs).
It tracks every vulnerability ticket’s progress, breach status, and compliance percentage across users, teams, and severity levels — ensuring that no SLA breach goes unnoticed.

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Value

SLA Analytics empowers security and engineering leaders to:
  • Monitor remediation timelines for every severity category.
  • Detect SLA breaches early and prioritize critical fixes.
  • Measure team performance and compliance across departments.
  • Generate executive-ready reports for audit and governance.
  • Optimize resources by focusing on teams or assets lagging behind.

Compliance Visibility

Gain full visibility into SLA adherence across vulnerabilities and teams.

Automated Metrics

Track total tickets, breached SLAs, compliant issues, and pending risks in real-time.

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Setting up SLA

SLA Settings Configuration

SLA Configuration Settings for severity and weekends

Configuring your SLAs ensures that vulnerabilities are automatically tracked against organizational timelines.
1

Navigate to SLA → Settings

Go to the Settings tab within the SLA Analytics module.
2

Define SLA Durations

Set the number of days allowed for each severity level — Critical, High, Medium, and Low.
3

Adjust Weekend Configuration

Include or exclude Fridays, Saturdays, or Sundays in SLA calculations based on your work week.
4

Add Holiday Exceptions

Optionally, import your organization’s holiday calendar (iCal) to exclude those days from SLA timers.
5

Save Configuration

Click Save SLA Configuration — all existing and new vulnerabilities will follow the new SLA policy.

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Violations

SLA Violations List

SLA Violations View — critical and medium issues by owner

The Violations tab lists all vulnerabilities that have breached or are at risk of breaching their SLA.
Each row shows severity, breach date, time overdue, and the assigned owner.

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Features:

  • Filter by severity, owner, or team.
  • Track time overdue and breach date for each issue.
  • Identify critical delays that impact compliance metrics.
  • Assign or reassign owners directly to expedite resolution.

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Leaderboard

SLA Leaderboard Table

Leaderboard showing team SLA compliance percentage

The Leaderboard ranks users or teams based on SLA performance, giving clear insight into compliance and ownership quality.

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Metrics Displayed:

  • Total Vulnerabilities: Count of assigned tickets.
  • Breached: Number of issues past their SLA deadline.
  • At Risk: Vulnerabilities close to SLA violation.
  • Total Violations: Combined SLA breaches and risk count.
  • Compliance %: Percentage of issues resolved within SLA timelines.

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Exporting CSV Report

Exported SLA Analytics Report

Sample exported SLA compliance report in Excel format

Export detailed SLA performance data for executive review or compliance audits.
1

Open the SLA Dashboard

Navigate to the SLA → Dashboard section.
2

Click Export Report

Use the Export Report button to download a structured Excel or CSV file.
3

Review Metrics

The exported file includes:
  • SLA Overview by Percentage
  • Breakdown by Severity
  • Team-wise and Department-level compliance
  • Breached and Resolved ticket counts

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