Summary

It would be useful to incorporate SLAs into the incident response process. This would include specific SLAs for each service, and incidents would notify if they are about to breach an SLA during an ongoing incident. From the customer:

"During an incident there can be several SLA-oriented metrics that need to be complied with. What I'm looking for is how your tool helps me comply with those SLAs. In particular there are SLAs around how long it takes to resolve an incident, and SLAs around client-communication. I don't see how those are tracked in Opsgenie. Value-add is if Opsgenie can alert me that I am approaching breach of an SLA. SLA measuring and monitoring is business critical for incident management"

Workaround

N/A