SLA Configuration

SLA configuration in Seliq is per workspace. Each client can have different response time requirements. Seliq tracks SLA timers in real time, surfaces at-risk incidents before they breach, and records breaches for reporting.

SLA types

Seliq tracks two SLA metrics per incident:

Time to Acknowledge (TTA): The time from incident creation to the first analyst action (opening the incident, adding a note, or changing status). This is typically the customer-facing “response time” commitment.

Time to Resolve (TTR): The time from incident creation to incident closure. Also called “mean time to resolve” (MTTR) in SLA contracts.

Both metrics can have different targets per severity level.

Configuring SLAs

Navigate to Workspace Settings → SLA for the relevant client workspace.

Setting targets

Severity	Example TTA target	Example TTR target
Critical	15 minutes	4 hours
High	1 hour	8 hours
Medium	4 hours	24 hours
Low	24 hours	5 business days
Info	N/A (no SLA)	N/A

Enter your targets for each severity level. You can set TTA, TTR, or both. Leaving a field blank means no SLA is tracked for that combination.

Business hours windows

SLA timers can run in two modes:

24×7 (calendar time): The timer runs continuously. 15 minutes means 15 minutes regardless of time of day.

Business hours only: The timer only runs during configured business hours. A 4-hour TTR with 9am–5pm Mon–Fri means the clock stops outside those hours. Useful for clients that have agreed to business-hours-only support.

Configure business hours and the workspace timezone under Workspace Settings → SLA → Business hours.

Holiday calendars

Holiday calendar support (pausing SLA timers on public holidays) is on the roadmap. For now, if a public holiday creates a breach, you can manually mark the incident as “SLA exempted” with a reason.

SLA alerting

When an incident is approaching a breach:

• The incident card in the queue turns amber at 75% of the SLA window elapsed
• The incident card turns red when the SLA is breached
• Notification channel alerts fire at both thresholds (configure in Settings → Notifications)

The MSSP dashboard shows all at-risk and breached incidents across all workspaces at a glance.

SLA reporting

SLA performance is included in:

• Monthly Summary Reports — auto-generated, sent to the client contact
• Post-Incident Reports — TTA and TTR for each incident are noted
• Metrics Dashboard — live SLA performance per workspace, filterable by date range and severity

Coming soon

Custom SLA escalation paths (automatically escalating to a senior analyst when TTA is 50% elapsed without acknowledgement) and per-incident SLA exemptions via the API are in development.