Service Level Agreement (SLA)/Operational Level Agreement (OLA) Definition
[TBD]
Outcome
- SLA/OLA are defined and agreed for all services/operations provided by the organization
- There a process to take accountability in case SLA/OLA are not met
- SLA's are applied and enforced for security incidents and vulnerabilities
Metrics
- Number of issues breaching SLA/OLA
- Total Percentage of SLA/OLA met
- Mean time to resolution compared to SLA/OLA definition
- Number of SLA/OLA breaches by severity
- Number of SLA/OLA breaches by service/operation
- Number of SLA/OLA breaches by team
Tools & Resources
- Atlassian's StatusPage (Paid) - Status Page for services
- Staytus (Free) - Open Source Status Page