In FortiSOAR, SLA (Service Level Agreement) templates can be created for specific modules, including Alerts and Indicators. These templates are essential for tracking response and resolution times, ensuring compliance with defined service levels. By configuring SLAs on the Alerts and Indicators modules, organizations can monitor the time taken to address these items, which is critical in maintaining efficient incident response and management practices. The SLA templates can be customized according to specific business requirements and are applied to records within these modules to enforce timely actions​.

FortiSOAR offers flexibility in deployment environments, including FortiSOAR Cloud, which is a subscription service that enables hosting on FortiCloud. This provides cloud-hosted management with scalable resources. Additionally, FortiSOAR supports deployment on VMware ESXi and Amazon Web Services (AWS), allowing organizations to choose based on their infrastructure preferences. This flexibility ensures that FortiSOAR can be integrated into various IT environments depending on business needs​.

The FortiSOAR queue and shift management feature enables several key activities for managing shifts and queues. Administrators can initiate shift handovers, allowing for smooth transitions between shift leads and members. They can also designate specific roles within shifts, including shift leads and members, to define responsibilities. Additionally, queue rules can be established based on certain conditions, ensuring that incidents and tasks are assigned according to predefined criteria, which helps streamline operations and improve response times​.

Upgrading a FortiSOAR HA cluster follows the same procedure regardless of whether it is configured in an active-active or active-passive setup. The process generally involves upgrading one node at a time to minimize service disruption. Best practices recommend upgrading the passive secondary node first before moving to the active primary node. This sequence helps maintain cluster stability and ensures that at least one node remains operational during the upgrade​.

In FortiSOAR, appliance users are accounts that represent non-human entities, such as system processes or integrations. These users do not require login IDs and therefore do not contribute to the licensing user count. Appliance users are configured for backend tasks or to interact with external systems, enabling automated processes without consuming standard user licenses. This approach optimizes system resources and keeps licensing costs manageable​.