> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dqlabs.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA

> Time-based service commitments tracked consistently across Alerts and Issues, with breach status synced to linked Jira and ServiceNow tickets.

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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.

## SLA Status

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

| Status       | Meaning                                                                   |
| :----------- | :------------------------------------------------------------------------ |
| **Breached** | The entity has exceeded its resolve target and remains open               |
| **Stopped**  | The entity reached a terminal state (e.g. Resolved) and the clock stopped |

## Expected Resolution

On an issue's Overview, the **Expected Resolution** field 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.

## 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.

## Where SLA appears

| Surface        | What you see                                                                  |
| :------------- | :---------------------------------------------------------------------------- |
| Alert list     | **SLA Status** column per alert                                               |
| Issue list     | **SLA Status** column per issue                                               |
| Issue Overview | **Expected Resolution** date, plus linked external tickets under Integrations |

## Next Steps

<CardGroup cols={2}>
  <Card title="Issues" icon="bug" href="/concepts/issues">
    See how SLA status and Expected Resolution appear on an issue.
  </Card>

  <Card title="Alerts" icon="bolt-lightning" href="/concepts/alerts">
    See how SLA status appears on the alert list.
  </Card>
</CardGroup>