1SD measures and reports on lasped time from Incident Raised, to Responded, to Closed. These times are compared to what SLA limits are setup in admin, and allows SLA monitoring via the 2 following reports:

SLA reporting and escalation for closed incidents - This SLA report lists all closed incidents, with the amount of time it took to close each one. Wherever It took longer than the pre-set SLA in the admin control panel, the incident will be highlighted in red.

SLA reporting for open incidents - This SLA report lists all open incidents, with the amount of time it has been open. Wherever It is taking longer than the pre-set SLA in the admin control panel, the incident will be highlighted in red. In addition, an escalation email will be sent for each violation to the recipient selected in admin.