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 vulnerabilities detected by Qualys VMDR.
The SLA definition is based on Asset Criticality, Vulnerability Severity, Threat Exposure, Qualys Real-Time Threat Indicators (RTIs), and CI mapping. 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 Vulnerability Status (New, Active, Fixed, Reopened) and Vulnerability State (Open, In progress, In review, Change implemented, Resolved, and so on).
- The vulnerability states included in the Start condition are Open, In-Progress, In-Review, Under Investigation, and Reopened.
- The vulnerability states included in the Pause condition are Awaiting Change Request, Under Implementation, Change Implemented, Awaiting Exception Approval, Exception Approved, and False Positive – Approved.
- The vulnerability states included in the Stop condition are Closed and Resolved.