SLA - resoltion time
Is there any way to amend the resolution time to a response time in the SLA section. If we get a significant system failure (hardware problem) that involves system rebuild/recovery, which would be a high level SLA - surely the SLA should be a response within a certain timeframe rather than a resolution. Fixing some things its is very difficult to give a guaranteed fix time and as such I would likely be stepping outside the SLA on these occasions.