Hi

We have started using Service Desk Plus within our organisation, how do others define SLA do they use Impact and Priority or just Impact? My thinking was to have the below

Critical SLA

Stops Business Critical Operation

High SLA

Affects All Users on 1 Application

Medium SLA

Affects Myself with No Workaround

Low SLA

Affects Myself with a Workaround

No Impact, A change or move

Added to this VIP Users Anything down to Medium for them is High SLA and certain depts. to have Higher SLA