enSights tracks a Service Level Agreement (SLA) target for every alert type, giving you a consistent, portfolio-wide measure of how quickly issues are being resolved. This article explains what the SLA metric represents, where it appears across the platform, how it is configured, and the operational advantages it delivers.

An SLA target is the maximum time an alert of a given type may remain open before it is considered overdue. Each alert code carries its own SLA target and unit — hours or days. enSights continuously compares the age of every open alert against its SLA target and flags any alert that has exceeded it, turning a raw alert stream into a prioritized, time-bound work queue.

Two timing values work together to control this behavior:

● Alert After (Hours) — how long a fault condition must persist before enSights opens an alert.

● SLA — how long that open alert may remain unresolved before it breaches its target.

SLA information surfaces in three places: a portfolio-level overview on the Dashboard, a per-alert view in the Insights table, and the configuration screen where targets are defined.

The Dashboard SLA widget summarizes every open alert across your portfolio by how long it has been open, grouped into aging bands. It gives you an at-a-glance read on whether your team is keeping pace with incoming alerts or falling behind.

● ≥ 48 hours — alerts that have been open for at least two days.

● ≥ 3 days — alerts that have been open for at least three days.

● ≥ 1 week — alerts that have been open for at least one week.

The Dashboard SLA widget, showing open alerts split into aging bands with a proportional donut chart.

The Insights table lists every alert alongside two adjacent time columns that make each item’s SLA status explicit:

● Duration — how long the alert has been open.

● SLA — the target resolution time for that alert type.

When an alert’s Duration exceeds its SLA target, the Duration value is shown in red — marking a breached SLA. You can scan a long alert list and immediately see which items are overdue.

The Insights table with the Duration and SLA columns side by side; Duration values that exceed the SLA target appear in red.

SLA targets are defined per alert code under Global Settings → Alerts Management. Adjusting them here changes how breaches are calculated everywhere the SLA metric appears.

Step 1: Open Settings → Global Settings, then select Alerts Management from the left menu.

Step 2: Choose the relevant tab (General, Performance, or Storage) and select an alert code from the list.

Step 3: In the rule editor, set the SLA value and choose the SLA Units (Hours or Days).

Step 4: Optionally adjust Alert After (Hours), Severity, and Notification Recipients for the same rule.

Step 5: Click Update to save. The new SLA target takes effect across the Dashboard and Insights views.

Note: Alert After controls when an alert opens; SLA controls how long it may stay open before it breaches. Set both to match how your team triages each alert type.

The Alerts Management rule editor, showing the SLA and SLA Units fields for a selected alert code.

Tracking SLA targets turns monitoring from a reactive activity into a measurable, accountable process. The table below summarizes the main benefits.

Where to find each SLA metric and how to use it.