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POL-004 Active Major
SLA policy for Major severity incidents — 60 minute resolution window
SLA Configuration
Policy ID
POL-004
Mapped Severity
Major
Allowed Resolution Time
60 minutes (1 hour)
50% Reminder
Enabled
— at 30 min
80% Reminder
Enabled
— at 48 min
Auto-Escalate After
80% of SLA elapsed
Site Scope
All Sites
Email Template
Major incident stakeholder email template
Recipients & Notification Channels
Primary Contacts
Reviewer-2
Area Owner
GSO
Secondary Contacts
GCS Management
SMS for Severity 3-6
Enabled
Notification Channels by Threshold
| Threshold | SMS | In-App | |
|---|---|---|---|
| 50% Warning (30 min) | |||
| 80% Warning (48 min) | |||
| SLA Breach (60 min) |
SLA Timeline Visualization
0 min (Start)
30 min (50% — Email + SMS)
48 min (80% — All channels + Auto-escalate)
60 min (Breach)
Recent Incidents Under This Policy
Incidents that matched Major severity and were governed by POL-004
| Incident ID | Title | Reported | SLA Status | Resolution Time | Status |
|---|---|---|---|---|---|
| SEC-CRI-260412 | Forced Entry at Gate C | 15 Apr 2026 | Met | 42 min | Resolved |
| SEC-CRI-260408 | Bomb Threat — Warehouse | 09 Apr 2026 | Breached | 78 min | Escalated |
| SEC-CRI-260401 | Vehicle Break-in at Parking | 01 Apr 2026 | Met | 55 min | Closed |
Policy Change Log
Policy created by System Admin
01 Jan 2026 · 09:00
Resolution time changed from 90 min to 60 min
15 Feb 2026 · 11:30
SMS notifications enabled for 50% and 80% thresholds
20 Mar 2026 · 14:15
Auto-escalation updated from 100% to 80% threshold
05 Apr 2026 · 10:00