SLA Management

Hi,

I've been investigating the SLA management features of SC+, but it seems to be lacking something that my company finds is quite critical.

As we provide IT support services to financial institutions, we need to monitor SLAs by 'response time' instead of just a resolution time. Basically, if our helpdesk receives a call from a customer, we log the call, but depending on the SLA we need to respond to the customer within a certain time period.

Is this a feature that is already incorporated into SC+? is it something that can be introduced? And if not, is there an AdventNet product that can support this feature?

Thanks for your assistance.