SLA targets
SLA targets define the expected resolution times for incidents at each severity level. Batida uses these targets to measure compliance, trigger escalations, and display SLA indicators on incidents.
Configuring SLA targets
Navigate to Settings > SLA Targets to configure resolution times per severity level.
| Severity | Time to Resolve (default) |
|---|---|
| SEV1 | 1 hour |
| SEV2 | 4 hours |
| SEV3 | 24 hours |
| SEV4 | 72 hours |
Organization administrators can customize these values to match their internal SLAs or contractual obligations.
Resolution time
The resolution time is the maximum time between when an incident is declared and when it is marked as resolved. The clock pauses when an incident is in the "Monitoring" status and resumes when it returns to "Investigating" or "Identified."
SLA indicators
Each incident displays an SLA indicator showing:
- Time remaining -- how much time is left before the SLA target is breached.
- Status -- on track, at risk, or breached.
- Paused -- shown when the SLA clock is paused (e.g., during Monitoring).
| Color | Meaning |
|---|---|
| Green | On track |
| Yellow | At risk (80%+ time used) |
| Red | Breached |
| Gray | Paused |
Escalation rules
When an SLA target is at risk or breached, Batida can automatically escalate:
- Navigate to Settings > SLA Targets.
- Enable Automatic escalation on SLA breach.
- Configure the escalation behavior:
- Notify the Commander's manager.
- Send a PagerDuty escalation.
- Post to a designated Slack channel.
SLA reports
The Analytics dashboard includes SLA compliance metrics:
- Percentage of incidents resolved within SLA by severity level.
- Average response and resolution times.
- Trends over time.
TIP
Set realistic SLA targets. If your targets are too aggressive, most incidents will breach them, making the SLA data less useful for identifying real problems.