SLAs & Templates

[Emma]

I'm trying to create different SLAs for each template group. It looks like this is not possible. Any ideas?

As an example, I have 3 different support contract types, which all need to come into the support department. They each have different SLAs depending on the issue priority.

The problem I have is that the SLA appears to be defined only by the department and the priority.

I want to be able to have two different SLAs, both for critical issues but with different response times.

The only way I see this as possible is to have different SLAs apply to different template groups, or to create different departments for each of my support contracts (though this will create confusion in the ticket list).

Help!

[danielpugh]

thought id add an answer to this question -
with supportsuite, sla is not a service level agreement, but a trigger more details on the sticky

The SLA system explained with example implementation