Hello.

We are new to SDP and have not yet rolled it out to our users yet.  We are a smaller company, with requesters spread throughout the USA, hence different time zones.  All of our Technicians are in the eastern time zone, except for 1.  He is in the pacific time zone.

We cannot use sites because all of our users need to be able to view all requests.  Therefore we have 1 region, USA, and 1 site, Everyone.

 How is the best way to handle our Service Level Agreements?

Because if my California Technician has his clock set to pacific time, the SLAs are set to Eastern time.  So if the first response time is 9:00am EST, it is 6:00am pacific and we cannot expect him to meet these times.  And we don't want to violate the SLA.