We have a customer who has requested a 2 tier SLA model

The first SLA is to provide response within 10 mins for all request regardless of priority

I think my boss has already worked with yourselves to develop a query that will show how long first response time is by measuring ticket creation time against 1st response email/manual notes

Whats I am not sure about is how this query (SQL) could be amended further to filter by site (each client assocaited to a site within our MSP SD+- allows to filter per site/client in terms of request views/changes etc

The second SLA - to provide a technical response varies by request priority (p1 = 1hr tech response, p2 = 3hr response etc)

Wondering how best we could report against this SLA for each call priority (perhaps using work log timer or by having our analysts 'do something' to set a marker that can then be used to measure time between the technical response and both creation time and 1st response time for each request- again thsi needs to be filtered per client)

Kind Regards

Scott