Customer success story: How Nexpay, a fintech payment company, transformed cybersecurity operations

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Key results

✔ 100% of cybersecurity incidents now tracked against SLAs ⚡️

Challenge

Before fully adopting Jira, Nexpay relied on disconnected tools and manual processes to manage security incidents, which made it difficult to enforce internal Service Level Agreements (SLAs), maintain consistent follow-ups, and provide accurate reporting across teams.

Solution

Nexpay centralized their workflows in Jira and used Confluence to manage documentation. To track internal SLAs, they added SLA Time and Report for Jira, which enabled automated timers, alerts, and easy-to-share performance reports.

Impact

With Jira as their operational backbone and SLA tracking in place, Nexpay gained real-time visibility, faster response times, and the ability to report on performance with confidence and consistency.

In the finance industry, there’s no room for guesswork, especially when it comes to cybersecurity. SLA-based processes inside Jira helped one European payment company move from reactive firefighting to proactive risk management.

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From documentation to execution: enforcing security SLAs in Jira

For Nexpay, a regulated fintech company offering payment infrastructure across Europe, service-level agreements (SLAs) have always been part of internal security policies.
But for a long time, they remained just that – policies. There was no simple way to enforce or monitor them within daily workflows.

“We had well-defined SLA rules in our internal policies, but no visibility into whether we were meeting them. That made tracking security incidents inefficient and reporting inaccurate.”

The team realized they needed a system not just for assigning tickets, but for enforcing time-based commitments across security, engineering, and IT operations.

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Why Jira became the backbone of their cybersecurity process

Nexpay’s cybersecurity and engineering teams centralized their operations inside Jira, integrating all core functions into a single platform:

• IT request and access management
• Engineering and development task tracking
• Cybersecurity incident and vulnerability management

Jira provided the structure to coordinate efforts, assign responsibilities, and document progress – all in one place. It gave the team the transparency and traceability they needed to operate efficiently in a regulated industry.

To complement their workflows, Nexpay also uses Confluence for maintaining internal documentation, policy references, and audit logs, ensuring that all operational knowledge is organized and accessible across teams.

But while Jira provided a powerful foundation for managing workflows and ensuring team alignment, some specialized needs, like time-based performance tracking, required an additional layer of functionality. Fortunately, Jira’s extensible ecosystem makes it easy to tailor workflows with purpose-built apps that support specific operational goals.

In Nexpay’s case, that meant adding SLA logic to help track internal response expectations and bring greater visibility into security processes.

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What are SLAs, and why they matter for internal security

A Service Level Agreement (SLA) sets expectations around how quickly a task should be responded to or resolved, typically based on its urgency or priority. While SLAs are widely used in customer support, they’re equally valuable for internal teams, especially in fields like cybersecurity, where delays can lead to compliance gaps or security risks.

In Nexpay’s case, SLA targets were clearly outlined in internal policy documents — for example, high-priority incidents were expected to be handled within strict timeframes. Jira provided the framework for structured processes, and when it came to tracking SLA performance and compliance, the team extended its capabilities with purpose-built tools from the Atlassian Marketplace.

To support these internal Service Level Agreements (SLAs), the team implemented SLA Time and Report for Jira, a lightweight app that integrates directly with Jira workflows. This allowed them to automate timer control based on issue status, receive real-time alerts when deadlines were at risk, and generate detailed historical reports to share SLA performance with leadership.

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From policy to practice: measurable results with SLA-driven workflows

By integrating SLA tracking directly into their Jira workflows, Nexpay saw immediate improvements in how their security team responded to incidents and reported on progress.

Before implementing this approach, 0% of cybersecurity incidents were monitored against SLAs – there was simply no system in place to verify whether internal targets were being met. After introducing SLA automation and reporting, 100% of incidents became trackable and time-bound, with clear escalation paths and historical performance data readily available for audits and internal reviews.

This transformation also improved team focus and accountability. With real-time alerts and transparency into SLA breaches, there was no need for manual follow-ups or chasing overdue tickets. Instead, teams could prioritize based on urgency and make data-driven decisions about resource allocation.

“There was no tracking of SLAs, and now everything is automatic – reminders are sent in case the SLA is breached. It’s completely different from what it was,” shared Nexpay’s Chief Information Security Officer.

For leadership, the ability to access reliable SLA metrics brought a new level of clarity to internal reporting, turning a previously manual, time-consuming process into a structured, repeatable insight stream.

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SLA practices beyond support: lessons for regulated and high-risk teams

Nexpay’s experience shows that SLA tracking isn’t just a support desk feature — it’s a strategic tool for operational control. In high-stakes environments like finance, healthcare, or cybersecurity, delays aren’t just inefficiencies — they can become compliance issues, audit risks, or reputational damage.

By applying SLA logic to internal operations, Nexpay turned service-level goals into active process controls. This approach enabled them to:

• Identify bottlenecks before they became blockers
• Ensure consistent handling of critical incidents
• Improve transparency across technical and leadership teams

The key takeaway? SLA tracking is a mindset shift. It’s about moving from reactive problem-solving to proactive management – and Jira, with the right extensions, offers everything teams need to make that shift with confidence.

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Final thoughts

Nexpay’s story highlights an important shift: when SLAs are embedded into daily workflows, they become more than metrics – they become drivers of accountability, clarity, and continuous improvement.

By leveraging Jira’s flexibility and extending it with tools tailored to time-based goals, the team built a scalable, auditable system for managing high-priority tasks. Combined with Confluence for documentation and communication, their setup now supports everything from security response to leadership reporting.

This kind of transformation isn’t limited to fintech. Any team working under regulatory pressure, strict deadlines, or high-risk conditions can benefit from SLA-based thinking.

So we invite you to reflect:

How do you currently monitor internal response expectations?

Are SLAs part of your workflows, or still just words in a policy document?

👉 Explore how you can bring SLA logic into Jira and take your operational discipline to the next level. Start with Atlassian’s guide to SLA best practices and discover Marketplace solutions that support SLA tracking, such as SLA Time and Report for Jira, used by Nexpay to enhance visibility and automation in their security workflows.