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?

Hi,
Found your article today. we have something similar, one group needs to be able to support a lot of different SLA types and business hours (8/5, 24/5, 24/7) .. 

We managed to create for each individual type of SLA one group and assigned all group members to those groups:

Edit the agents:

Thanks Frederik. An annoying workaround to what should be an easy solution.