Alarm SLA Profile
Learn how to set up the Alarm SLA Profile to populate the Alarm Dashboard and designate required response times.
Written by Jess Hamilton
Updated at December 16th, 2025
Table of Contents
Note: The Alarm SLA Profile determines which alarms are included on the Alarm Dashboard (Triage) page. The alarms included in the Global and Facility Dashboard widgets of our HD Inventory Variance module are currently managed on the backend by a software engineer. Please contact your CSM for assistance if customization is needed.
The Alarm SLA Profile determines which alarms are present in the Alarm Dashboard and allows clients to designate a required response time for specific alarm conditions.
To configure the Alarm SLA Profile, click the nine dots to open the global menu and select Gateway. Under FacilityCloud, select Alarm SLA Profile.
From the Alarm SLA Profile page, you can choose to view existing SLAs by SLA or by Alarm Type using the tabs.
Click the pencil edit icon to update an existing SLA or click Add New SLA to create a new one.
If you are adding a new Alarm SLA, you will need to save a Name and Response Time. These may be edited later, but must be saved before you can assign alarm types.
Tip: The Response Time provided for each Alarm SLA corresponds with the SLA Status column in the Alarm Dashboard. The following symbols will appear in the Alarm Triage grid and Alarm History when applicable:
- Yellow Triangle: The alarm is new, unacknowledged, and still within the SLA response time frame.
- Red Triangle: The SLA response deadline passed before the alarm was acknowledged OR the SLA response deadline has passed and the alarm has not yet been acknowledged.
- Dark Green Checkmark: The alarm was updated from “New” to any other status within the SLA response time frame.
Click Assign Alarm Types to choose which types of alarms apply to the designated SLA. Only alarm types that have not already been assigned to an SLA will be available to select.
Tip: Alarm types that are not associated with an SLA are still monitored by Titan Cloud and can be reviewed elsewhere in the platform. This simply allows you to limit the Alarm Dashboard to the highest priority items.
Which alarms should be included?
How the SLAs are configured and which alarms are included depend on a variety of factors including local regulations, company policies, and potentially your contract with Titan Cloud. The following is an example of how you may choose to set up your SLA Profile.
SLA
| SLA Name | Response Time | Unit of Time |
|---|---|---|
| 4hr P1 Dispatch Capable (30 min monitoring) | 30 | Minutes |
| 24hr P1 Dispatch Capable (1hr monitoring) | 1 | Hour |
| 48hr SLA (CA ISD/Flow Alarms) | 8 | Hours |
| 5 day Dispatch Capable (monitoring time varies) | 2 | Hours |
| Monitor for Clear - Don't Dispatch | 24 | Hours |
| Remotely Resolve - Don't Dispatch | 48 | Hours |
Alarms