Hi,

I need to set up SLA for two different services: External and Internal Support. For internal support I have many groups, but only one for external support.

Each service should have differente SLA values.

I already have different priority criteria: low, medium, high and critical. So my idea is to configure two types of SLA for each priority. For example: 

1) When priority is "Low" and Group is "External"

2) When priority is "Low" and Group is not "External"

Would this work fine and make a different SLA for each criteria?

Thanks