> For the complete documentation index, see [llms.txt](https://docs.softwaresecured.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.softwaresecured.com/findings/service-level-agreements-slas.md).

# Service Level Agreements (SLAs)

The Service Level Agreement (SLA) outlines the commitment that you make to <code class="expression">space.vars.company\_name</code> when we test your environment—that you will remediate any vulnerabilities in accordance with security best practices and <code class="expression">space.vars.company\_name</code>'s policies or your own internal requirements.&#x20;

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### Software Secured’s default SLA definition

* <mark style="color:purple;">**Critical**</mark>**:** remediate within business 5 days
* <mark style="color:red;">**High**</mark>**:** remediate within 30 days
* <mark style="color:orange;">**Medium**</mark>**:** remediate within 90 days
* <mark style="color:yellow;">**Low**</mark>**:** remediate within 180 days
* <mark style="color:blue;">**Informational**</mark>**:** no SLA attached as these are best practices.

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### Track SLA compliance

The <mark style="color:orange;">**Overview**</mark> and <mark style="color:orange;">**Vulnerabilities**</mark> tabs on <code class="expression">space.vars.product\_name</code> include SLA compliance information.&#x20;

* <mark style="color:green;">Compliant</mark> vulnerabilities do not need to be resolved immediately, or they have already been resolved.&#x20;
* <mark style="color:yellow;">At Risk</mark> vulnerabilities are nearing their SLA deadlines.&#x20;
* <mark style="color:red;">Overdue</mark> vulnerabilities have already missed their SLA deadline.&#x20;

#### **Overview tab**

View a general summary of the SLA status for the vulnerabilities within a project.&#x20;

<figure><img src="/files/S4MGLmQSLl1IkCKVWJtW" alt=""><figcaption><p><mark style="color:orange;"><strong>SLA Compliance</strong></mark> pie chart</p></figcaption></figure>

#### **Vulnerabilities tab**

1. Select the project you wish to view, and go to the <mark style="color:orange;">**Vulnerabilities**</mark> tab.&#x20;
2. The <mark style="color:orange;">**SLA**</mark> column in the vulnerabilities table includes the SLA status for each individual vulnerability within your project.

<figure><img src="/files/uzEOegL2zcTPbrUQpygw" alt=""><figcaption><p>The <mark style="color:orange;"><strong>SLA</strong></mark> column indicates the SLA compliance status</p></figcaption></figure>

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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 <code class="expression">space.vars.product\_name</code> 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 ( <i class="fa-clock">:clock:</i> ) in the <mark style="color:orange;">**SLA Compliance**</mark> card.&#x20;

<figure><img src="/files/7PGLikCGkyE3COpzsQ9i" alt=""><figcaption><p>Location of the <mark style="color:orange;"><strong>SLA Settings</strong></mark> button on the <mark style="color:orange;"><strong>Overview</strong></mark> tab</p></figcaption></figure>

3. In the <mark style="color:orange;">**SLA Settings**</mark> modal, update the timeframes to match your internal SLA deadlines.

<figure><img src="https://lh7-us.googleusercontent.com/ltp48oXAIWzhUMQqjrMsrpZexFQ7KRmPUY6VI-xjmEN9EtZhriwyoKlYXwF-TeQn9sYIUTVTZEGCE3eeGOUHEtOmyT-RkYqxHG6Rrlkn8iPFANY1H76EVMje0BWo1Ey0JAlbiXVcFhJmJex-w49UiH8" alt=""><figcaption></figcaption></figure>