9. SLA (Demands) Settings

Service level agreements (SLAs) keep risk demands moving: they turn each demand's priority into an expected turnaround, so requesters know when to expect an answer and the risk team can spot slippage early.

SLA configuration sits inside Settings, Risk Demand, under Default SLA by priority. It shares the page with the demand review process, the reviewer roles and the demand notification recipients, so the whole demand lifecycle is configured in one place.

Each demand priority (drawn from the Request Priority Levels catalogue, typically from critical down to low urgency) has its own row where you set a default turnaround:

• Enter a number and pick a unit: Days, Weeks or Months.
• New demands of that priority pre-fill their due date accordingly.
• Leave a row empty for no default: demands of that priority simply start without a pre-filled due date.

A live preview on each row summarises the resulting turnaround, and the page warns when no priorities are configured for the workspace yet.

On the demand itself, the SLA materialises as a due date with a countdown pill on the demand card, so the remaining time is always visible while the demand is open. The pill disappears once the demand is completed.

• The due date can be changed during the demand's life; each change is recorded with its justification, building an auditable history of deadline moves.
• A demand counts as overdue only if its due date has passed and it is not completed, cancelled or rejected: finished work never shows as overdue.

Remediation plans use the same model: an initial SLA, a current due date with the same countdown pill, and a justified change history. Neither demands nor remediation plans use periodic review schedules; deadlines are managed entirely through due dates and SLAs.

Tip: set the default SLAs to your organisation's real commitments rather than aspirations. The countdown pill and overdue filters are only useful if the deadlines they track are credible.