Hi,

i have following problem/question:

We have contracts with different response-times and different resolve-times. Times during the day are shorter then times in the night and on weekend. The times during the day are not the same then the operational hours, ...

For example:

Operational hours: Mo - Fr 8.00 am to 5.00 pm

SLA of one Customer:

7.00 am to 5.00 pm (day) -> response-time: 2 hours / resolve-time: 4 hours

5.00 pm to 7.00 am (night) -> response-time: 4 hours / resolve-time: 6 hours

weekend ->  response-time: 4 hours / resolve-time: 8 hours

Is there a possibility or is there something planed to do this so in Support Center Plus?

TX and best regards

Mart