0 Replies Latest reply on Apr 25, 2013 6:24 PM by gs_hda

    Service Levels


        Hi Everyone,


      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.