SLA management.

how can i set up an SLA that will send out an alert for a NEW request that has been entered and has been sitting there for 55 mins with out a response or being assigned.
I have an SLA to RESPOND to a customer within an hour . This is NOT the RESOLUTION time.
i also have different status's like Pending Bug fix that effects the SLA and would like to automatically start a NEW SLA (ie for Engineering to fix the issue, and sending alerts) so that i can see the amount of time it took to respond to the new case, how long i spent working on it to identify the issue and then how long it took for the issue to be actaully fixed, and then obviously the whole time from opening to closing with the customer
The whole SLA implementaiton seems to be a bit weak.. and this is the heart of a Customer Service Solution