Concretely, I want to have the following:
- A "time to resolve" SLA that sets different goals for different priority issues. Higher priorities correspond to faster time to resolution. Priorities are Showstopper, High, Medium, Low.
- Goals for special customers where the time is accelerated. For example, normal time to resolve for a medium priority issue is 10 days, but for a special customer it is 5 days.
It looks as if I could do this in one SLA with 8 goals (2 for each priority). Or I could do it in two SLAs with 4 goals each.
What are the pros and cons of the different approaches? Any practical experience?
-David
