How quickly an alert must be acknowledged and resolved, per severity. The acknowledge target drives the SLA countdown shown on alert badges and My Queue.
Whether SLA deadlines count around the clock or only during business hours.
Business hours are fixed: Monday–Friday, 09:00–18:00 local time.
How long before the acknowledge deadline an alert's SLA badge flips to "due soon".
Who an SLA breach should be escalated to.
This is a recorded policy value shown to analysts. It is not wired to an automated notification.