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?
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.