Service Level Agreements (SLAs)

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

SoftwareSecured’s default SLA is as defined as follows:

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.

SLAs vary for each organization depending on the sensitive data stored in your application.

SLAs are project-specific, to change the SLAs to match your specific requirements:

1. Select the project you wish to change SLAs for in the project selection bar.

2. Click the clock icon in the "SLA Compliance" card:

Location of the SLA Settings

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

There are a few places in Portal to see if you are on track with your SLAs.

1. Overview

2. Vulnerabilities view

Overview of overall project SLA status:

1. To see a high-level view of your SLA progress, go to "Overview"

2. The "Overdue," "At Risk," and "Compliant" sections represent all vulnerabilities in the currently selected project.

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

• "At Risk" vulnerabilities are nearing their SLA deadlines.

• "Overdue" vulnerabilities have already missed their SLA deadline.

Vulnerabilities Tab:

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

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