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Service Level Objectives (SLOs) 

Service Level Objectives allow you to define response thresholds for different types of issues (categories) to help monitor and manage response times effectively. This feature can be particularly useful for Security or Medical issues where regulatory responses may be required within a defined time frame (e.g., 2 minutes).

Key information about the feature

  • Response thresholds are set between two issue statuses (Status A → Status B).

  • SLOs are tagged to a Category or Category Group.

  • When an issue is created with a relevant category, a clock starts, alerting users to a likely or actual threshold breach.

  • This feature is compatible with the existing SLO functionality, but also introduces extended issue statuses:

    • Open*

    • Ongoing*

    • Dispatched

    • On Scene

    • Resolved

    • Closed*
      (*Open, Ongoing, and Closed are existing statuses.)

  • Extended statuses are optional; you can use SLOs without them.

Create a new SLO

  1. Navigate to Manage > SLO.

  2. Select Create New.

  3. Enter a unique name for the SLO.

  4. Define the response time:

    • Select Status to Measure From.

    • Select Status to Measure To.

    • Enter the Threshold in minutes and seconds.

    • Note: The countdown does not appear on the log until two minutes remain.

  5. You can add multiple response times across different statuses if needed.

  6. Select Create to save the SLO.

Attach an SLO to a category

  1. Navigate to Manage > Categories.

  2. Apply the SLO to a Category Group or an Individual Category.

  3. Once applied, the SLO will automatically trigger each time the category is used for an issue.

Tip: Attaching SLOs to categories ensures consistent monitoring of response times, improves issue management, and provides accountability for critical incidents.