Multi-tier SLA Question

Our Client will have Advanced Distribution, with Equipment Service, Contracts, Case Management and other items for their business.

They have a couple of larger clients who require some pretty stringent SLA levels.

Here is an overview of their SLA Needs:

.  Here is how they have to track SLA’s for one of their Clients: (the hours listed are examples and will change contract to contract, and equipment type to equipment type)

• Overview
  • They have to call the client within 1 hour to acknowledge the Call
  • They have to be on site within 8 hours
  • They have to have the problem fixed within 16 hours
  • All time starts when the call is Received
  • Email notifications will need to go to customer at each step
• Nuances: By Customer / Equipment

·         Each Customer will have different equipment

·         Equipment can be categorized and have different SLA requirements - Preferably in the same contract

·         Example would be printers would have a 2 hour initial response, 12 hour on site, and 36 hour fix time

·         Firewalls may have a 1 hour response, 4 hour on site, and 8 hour fix time

• Nuances on Time Tracking
  • Business Hours are example – 7:00 AM to 7:00PM  - Monday through Friday –
    • SLA Clock stops at 7:00 PM and restarts at 7:00 AM
  • Weekends
    • SLA Does not Count weekends
  • Federal Holidays
    • SLA does not count Federal holidays
  • Last but not least –
    • If the customer says do not show up for Example – 3 days – Those 3 days do not count against the SLA

Best way to configure & or would we need add-on(s)?  If so, what?