---
name: implementing-vulnerability-remediation-sla
description: Design a vulnerability remediation SLA program covering asset tiering,
  a severity-based SLA matrix, exception processes, escalation chains, ticketing-system
  integration, and remediation KPIs/trending metrics. Use when defining mandatory
  patching timeframes by severity and asset criticality, building an SLA policy document,
  or setting up escalation and KPI tracking for vulnerability remediation.
domain: cybersecurity
subdomain: vulnerability-management
tags:
- vulnerability-management
- cve
- sla
- remediation
- patch-management
- risk
version: '1.0'
author: mahipal
license: Apache-2.0
nist_csf:
- ID.RA-01
- ID.RA-02
- ID.IM-02
- ID.RA-06
mitre_attack:
- T1190
- T1203
- T1068
---
# Implementing Vulnerability Remediation SLA

## Overview
Vulnerability remediation SLAs define mandatory timeframes for patching or mitigating identified vulnerabilities based on severity, asset criticality, and exploit availability. Effective SLA programs drive accountability, ensure consistent remediation timelines, and provide measurable KPIs for vulnerability management maturity.


## When to Use

- When deploying or configuring implementing vulnerability remediation sla capabilities in your environment
- When establishing security controls aligned to compliance requirements
- When building or improving security architecture for this domain
- When conducting security assessments that require this implementation

## Prerequisites
- Vulnerability scanning program producing regular findings
- Asset inventory with criticality classifications
- Ticketing system (Jira, ServiceNow, etc.) for remediation tracking
- Executive sponsorship for SLA enforcement
- Cross-functional agreement from IT operations, development, and security

## Core Concepts

### SLA Framework Components
1. **Severity Classification**: CVSS base score + threat context (EPSS, KEV)
2. **Asset Tiering**: Business criticality and exposure level
3. **Remediation Timeframes**: Maximum days to remediate by category
4. **Exception Process**: Documented approval for SLA extensions
5. **Escalation Procedures**: Actions when SLAs are breached
6. **Metrics and Reporting**: KPIs for compliance tracking

### Recommended SLA Matrix
| Severity | Tier 1 (Critical) | Tier 2 (Important) | Tier 3 (Standard) |
|----------|-------------------|--------------------|--------------------|
| Critical (CVSS 9.0-10.0) | 24-48 hours | 72 hours | 7 days |
| High (CVSS 7.0-8.9) | 7 days | 14 days | 30 days |
| Medium (CVSS 4.0-6.9) | 30 days | 45 days | 60 days |
| Low (CVSS 0.1-3.9) | 90 days | 90 days | 90 days |
| CISA KEV Listed | 24 hours | 48 hours | 7 days |

### SLA Accelerators (Reduce SLA by 50%)
- Exploit code publicly available
- Active exploitation observed in the wild (CISA KEV)
- Internet-facing asset affected
- EPSS score > 0.5 (50% exploitation probability)
- Previous breach via similar vulnerability type

## Workflow

### Step 1: Define Asset Tiers
```
Tier 1 (Critical Assets):
- Customer-facing production systems
- Payment processing infrastructure
- Domain controllers and identity systems
- Core network infrastructure (firewalls, routers)
- Databases containing PII/PHI/PCI data

Tier 2 (Important Assets):
- Internal production applications
- Email and collaboration systems
- Development/staging environments with production data
- Backup and recovery infrastructure
- VPN and remote access gateways

Tier 3 (Standard Assets):
- End-user workstations
- Development/test environments
- Print servers and peripheral management
- Non-critical internal tools
```

### Step 2: Establish SLA Policy Document
Key sections to include:
- Purpose and scope
- Roles and responsibilities (RACI matrix)
- Severity definitions and calculation method
- Remediation timeframes by severity and asset tier
- Exception request process and approval authority
- Escalation procedures for SLA breaches
- Metrics, reporting cadence, and governance
- Policy review and update schedule

### Step 3: Integrate with Ticketing System
```python
# ServiceNow / Jira integration for automatic ticket creation
# See process.py for full implementation

# Key fields for remediation tickets:
# - Vulnerability ID (CVE/Plugin ID)
# - Affected host(s)
# - Severity (CVSS + contextual factors)
# - Asset tier
# - SLA deadline (calculated from discovery date)
# - Assignment group
# - Remediation instructions
# - Verification criteria
```

### Step 4: Configure Escalation Chain
```
SLA Status          Action                          Notify
───────────────────────────────────────────────────────────
75% elapsed         Warning email                   Asset owner
100% elapsed        SLA breach notification          Manager + CISO
100% + 7 days       Executive escalation             VP/CTO
100% + 30 days      Risk acceptance required          CISO approval
100% + 90 days      Compensating controls mandatory   Board report
```

### Step 5: Establish Exception Process
Valid exception reasons:
- System cannot be patched without major downtime (scheduled maintenance window)
- No vendor patch available (apply compensating controls)
- Patch breaks critical functionality (require test results as evidence)
- End-of-life system pending decommission (document risk acceptance)

Exception requirements:
- Written justification with business impact
- Compensating controls documented and implemented
- Approved by asset owner AND security leadership
- Maximum exception duration: 90 days (renewable with re-approval)
- Tracked in vulnerability management platform

## Key Performance Indicators (KPIs)

### Primary Metrics
| KPI | Definition | Target |
|-----|-----------|--------|
| SLA Compliance Rate | % of vulns remediated within SLA | >90% |
| Mean Time to Remediate (MTTR) | Average days from discovery to fix | Critical: <3d, High: <10d |
| Vulnerability Backlog | Open vulnerabilities past SLA | <5% of total |
| Exception Rate | % of findings with active exceptions | <10% |
| Recurrence Rate | % of vulns that reappear after remediation | <5% |

### Trending Metrics
- Month-over-month SLA compliance trend
- MTTR trend by severity
- Vulnerability density per asset (vulns/host)
- Patch coverage rate (% of assets scanned and compliant)
- Time to first response (acknowledgment of finding)

## Best Practices
1. Start with achievable SLAs and tighten over time as maturity improves
2. Use automated ticketing to eliminate manual SLA tracking
3. Provide remediation teams with clear fix instructions, not just CVE numbers
4. Track SLA compliance at the team/department level for accountability
5. Report SLA metrics to executive leadership monthly
6. Include compensating controls as valid interim remediation
7. Align SLAs with regulatory requirements (PCI DSS, HIPAA, SOX)
8. Review and adjust SLAs annually based on threat landscape changes

## Common Pitfalls
- Setting unrealistic SLAs that teams cannot meet (creates SLA fatigue)
- No executive enforcement of SLA breaches
- Treating all assets equally without tiering
- Not accounting for vulnerability context (EPSS, KEV) in SLA calculation
- Missing exception management process (leads to untracked risk)
- Measuring only compliance rate without analyzing root causes of breaches

## Related Skills
- prioritizing-vulnerabilities-with-cvss-scoring
- implementing-patch-management-workflow
- implementing-vulnerability-metrics-and-reporting
- implementing-exception-management-process
