I'm trying to set up service levels for the various priorities (P1, P2,P3,P4). The issue here is the SLA's that we have with our customers are P1's - 4 hours for incidents logged during business hours and 8 hours for incidents logged after hours. I had a look at the priorities here but find no way of defining SLA's for after hours. Is there a workaround for this.
Any help will be much appreciated.