Rootly now supports SLA policies for incident follow-up tasks. Admins can define when action items need to be assigned and when they need to be completed; scoped by severity, service, incident type, or custom fields, and Rootly handles the reminders automatically.
Why it matters
Follow-up tasks are where incident learning turns into prevention. But without deadlines and accountability, they accumulate. Some teams can have hundreds of follow-up tasks sitting unowned in their backlog, not because the work doesn’t matter, but because there’s no system enforcing that it gets done.
SLA policies close that gap. When an incident is mitigated or resolved, the clock starts. If a follow-up isn’t assigned or completed in time, Rootly notifies the manager. No manual tracking, no weekly triage meetings just to figure out what’s overdue.
How it works
Create an SLA policy from the Configuration → SLAs settings page. Each policy defines:
- Assignment deadline — how many days after a trigger status (e.g. mitigated) a follow-up must be assigned
- Completion deadline — how many days after a trigger status (e.g. resolved) a follow-up must be completed
- Conditions — scope the policy to specific severities, services, incident types, or custom field values
- Manager — the user or role responsible for receiving violation notifications
When a follow-up is created on a matching incident, its due date is automatically populated based on the active SLA. If the deadline approaches without action, Rootly sends reminders. If it’s breached, the manager is notified.
Weekend skipping is supported — deadlines calculated with “skip weekends” enabled display as business days.
Getting started
Go to Settings → Configuration → SLAs and create your first SLA. SLA policies are also fully manageable via API and Terraform using the rootly_sla resource.
Learn more in the docs.
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