Hello,

We would like to configure the following in the SLA:

Major (critical service degraded)

• ⏱ Response: 1 hour

• ⏱ Resolution: 8 hours / same day

Request / Support

• ⏱ Response: 24 hours

• ⏱ Resolution: 3 to 5 days

Has anyone encountered this issue before using ServiceDesk Plus? Or could someone offer some guidance?

Thank you in advance,