Maybe an enhancement request for future versions? Currently the SLA is measured by resolution time, this doesn't meet the business requirements of many support centers. Like ours, our SLA is not based on resolution time, but on responded time. So we should respond to a determined customer in a given time.

Currently we are working around this limitation creating customized reports comparing the creation time against the responded time. But might be handy to have a more customizable SLA for coming versions.

Regards,

Roberto.