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Incidents and Response

Incident SLAs

Incident SLAs let you set acknowledgement and resolution SLAs for your incidents. SLAs allow your teams to prioritize incidents as well as increase transparency amongst incident stakeholders - Support Teams, Account Managers and Management.

Note: SLA alerts are sent to those notification rules that are set for t=0(immediate) for both high and low urgency incidents for SMS, Email, Phone Call, Slack, and MS Teams contact methods. If you'd like to receive SLA alerts on any contact channel, add that contact channel in the notification rule for time t=0(immediate).

To setup incident SLAs, go to your Teams page and click on a team. Go to the SLA tab from the secondary side-bar and click on Create SLA Policy from the top right.
Enter an SLA name, description, acknowledgement and the resolution SLA time periods. Set the SLA alerts for when you'd like to receive an alert - before or after an acknowledgment or resolution SLA is about to be, or has already been violated.

Once you've defined your SLAs, go to Services tab under your team and for each service, go to the Settings tab and edit the SLA Policy for your service. This SLA policy will be applied by default to all your future incidents under this service.

Once an incident is triggered, you can view and alter the incident SLAs from the Zenduty application, the Slack/Teams bot or the iOS/Android apps as well.

Assigning incident SLAs dynamically with alert rules

You can dynamically assign incident SLAs to incoming incidents using Alert Rules. Go to your integrations page, click on the Alert Rules tab and create an alert rule. Set your conditions and in the Actions section, select Assign SLA and choose the desired SLA value to assign to your incident.