Service Level Agreement

Service Level Agreements (SLAs) define an expected level of service by which measurements, metrics, or penalties can be established. SLA compliance is a critical component of a vulnerability management program. Your company’s Information Security Policy must drive this SLA definition.

The Department of Homeland Security provides 10 resource guides to help organizations implement business practices to reduce cyber risk. Volume 4: Vulnerability Management provides guidance for organizations to work with stakeholders to develop remediation timeframes that align with business goals.