Your SLA policy is too limited. We have 9 levels in our our ITIL agreement with the business. Can we get this expanded?
And no, we cannot do this with different SLAs for different groups. We have one group: IT.
Our SLA runs as:
Urgent: Work on this until fixed
SL1: 1 day
SL2: 2 days
SL3: 3 days
SL4: 5 days
SL5: 2 weeks
SL6: 1 month
SL7: 2 months
SL8: 6 months
We use the first 7 (Urgent to SL6) quite a bit, SL7 sometimes and SL8 rarely.
How can we account for this type of SLA in your system?