How to calculate or evaluate Assignee to reply case? Need to Match SLA

[t.songdechnitikul]

Dear Community 

Based on our company use Jira system for ticket management.  We have many parties to support in each ticket.  1. Company user 2. vendor 3.  IT committee. 

Once we are open new ticket for issues.  We have to raise up and provide information such as log to our vendor for support case, but our vendor did not follow the SLA. 

# Criteria 
1. Provide workaround within 1 Day

2. Provide RCA within 3 Day for High sev , 7 day for Medium sev.

Now Pain point is vendor cannot provide action within SLA

So We want to manage vendor to repsonse within SLA .   

Question is "How can we set query or set Jira issue or Chart for evaluate them "