SLA

Prizm tracks SLA (service-level agreement) compliance for Alerts and Issues from a shared policy engine, rather than each module tracking time-to-resolution on its own. Every SLA-bound entity carries a live SLA Status and, for Issues, an Expected Resolution target date.

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SLA Status

Both the Alert list and Issue list show an SLA Status column. Observed values include:

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Expected Resolution

On an issue’s Overview, the Expected Resolution field in Issue Context shows the date/time by which the issue should be resolved under its bound SLA policy — this is the resolve target derived from the policy, not just elapsed time since creation.

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SLA summary and insights

Further down the issue’s Overview, the SLA summary and insights card shows how the issue is tracking against its policy: the Resolve Target (the time the policy allows), the Elapsed time so far, and the current SLA Status. A bar underneath shows how much of the resolve target has been used. Prizm AI adds a short written summary below the bar.

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External ticketing sync

Issues can link to tickets in external systems, shown on the issue’s Overview under Integrations:

• Jira — linked tickets appear by their key (e.g. KAN-325)
• ServiceNow — linked incidents appear by their number (e.g. INC0010563)

An issue can carry links to both systems at once. Prizm remains the source of truth for the underlying SLA clock; the external ticket reflects status rather than driving it.

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Where SLA appears

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Next Steps