Multiple SLA plans associated with the same user

[astefan]

Hi,

Is there any way there can be associated more than one SLA plan to the same user (customer) ?
We have clients we signed different support contracts with. For example, for one client we have a guaranteed response time of two hours, with other of 5 hours and so on. When one client submits a ticket, that ticket will be assigned to a certain department. Also, we have two internal levels of support: level 1 (which deals with simple requests), level 2 (more complex requests), level 3 (very difficult problems). A ticket, usually, goes from level 1 - 2 - 3. In order to be handled as it should (according to the contract), two automatic escalation rules are created: one for assignment to level 2 department and one for assignment to level 3 department. So far I associated that user with the sla plan from level 2 assignment.
How can I associate the level 3 sla plan to that user, too ?


Thank you,
Andrei