Incident SLA

Incident SLA targets define response expectations. The applicable target and its source are frozen on incident creation so later policy edits do not rewrite the historical contract.

Acknowledgement and resolution clocks have separate targets and elapsed values. The captured policy source, version, rule, and priority explain why a target was chosen. Pauses contribute explicit paused duration rather than changing the original target.

Operators should alert on upcoming transitions and scheduler health, then use the stored incident fields for audits. Recomputing historical compliance from today's service policy produces incorrect results.