A service-level agreement (SLA) is mainly about a delivery time contract between a service provider and the end user that defines the level of service expected from the service provider.
SLAs are one of the most important factors that get the job done in
companies and enterprises, moreover it's a key aspect of unified vulnerability management tools. Vulnerabilities are no different than other
types of bugs and problems. Only sometimes it's harder to get them
solved. SLAs are helpers.
NormShield provides an easy to use SLA calculators which can be
configured company-wide by the submenu Settings under the Admin menu.
Choosing the related company, the SLA delivery times are selected and saved.
Moreover, before the delivery time gets expired, a so-to-speak
escalation or notification mails get sent to company admins and actual
users who are responsible to fix the issues. This is done by the
Vulnerability SLA Pre-Alert mechanism when it's switched to ON with a
time percentage which calculates the time of sending notifications as
getting closer the SLA expiration dates.