📊Service Level Agreements (SLAs)

SLAs determine the appropriate remediation window concerning the risk posed by the vulnerability.

The Service Level Agreement (SLA) outlines the commitment that you make to Software Secured when we test your environment—that you will remediate any vulnerabilities in accordance with security best practices and Software Secured's policies or your own internal requirements.

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Software Secured’s default SLA definition

• Critical: remediate within business 5 days

• High: remediate within 30 days

• Medium: remediate within 90 days

• Low: remediate within 180 days

• Informational: no SLA attached as these are best practices.

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Track SLA compliance

The Overview and Vulnerabilities tabs on Portal include SLA compliance information.

• Compliant vulnerabilities do not need to be resolved immediately, or they have already been resolved.

• At Risk vulnerabilities are nearing their SLA deadlines.

• Overdue vulnerabilities have already missed their SLA deadline.

Overview tab

View a general summary of the SLA status for the vulnerabilities within a project.

SLA Compliance pie chart

Vulnerabilities tab

1. Select the project you wish to view, and go to the Vulnerabilities tab.

2. The SLA column in the vulnerabilities table includes the SLA status for each individual vulnerability within your project.

The SLA column indicates the SLA compliance status

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Change SLA definitions

SLAs vary for each organization depending on the sensitive data stored in your application. You can change the SLA definition in Portal to match your organization's SLA requirements.

1. In the projects bar, select the project that you would like to change the SLAs for.

2. Click the clock icon ( ) in the SLA Compliance card.

Location of the SLA Settings button on the Overview tab

1. In the SLA Settings modal, update the timeframes to match your internal SLA deadlines.