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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

Further Reading