View SLA Definition

You can view the service-level agreements (SLAs) defined for the different incidents.

Go to Configuration > SLA Definitions to view SLAs defined for different incidents created for posture detected by Qualys Policy Compliance/Policy Audit.

The SLA definition is based on Qualys PA state, Qualys Posture, Qualys State. The remediation timelines are automatically measured according to the SLA definition.

 The SLA values are recommended values. To update the SLAs, contact your ServiceNow representative. 

The SLA Definition page displays the conditions in which the SLA is triggered, paused, stopped, and reset.

These conditions are based on State (New, In progress, On Hold, Resolved, closed, cancelled) and Qualys PC  State (Reopen, Under Investigation, In Review, Awaiting Change Request, Under Implementaion, Change Implemented).

• The posture states included in the Failed condition are Open, In-Progress, In-Review, Under Investigation, and Reopened.
• The posture states included in the Passed condition are Awaiting Change Request, Under Implementation, and Change Implemented.