Hello all,
Can you please advice - what would be the best way to deal with SLA agreement for a company that has several locations spread all over the world ??
Explanation:
There's one generic SLA for all P2 incidents - 16 business hours.
P2 incidents should be carried on during operating hours.
Spain, Germany and Russia have different holidays - so if one location have a day off (Spain), such SLA should pause counting for Spain, but Germany and Russia shouldn't be suspended.
Is there a way to include several calendars in one SLA ?