SLA best practices Question

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We are looking at implementing SLAs but we are questioning how best to configure in regards to the difference between a single SLA with multiple clauses - or multiple SLAs with a single clause each.


For example, if we have SLAs based on Severity should we have a single "Severity" SLA, that has a clause for each severity option (eg, Sev 1 has a duration of 4 hrs, Sev 2 duration 3 days, etc) OR do we have a "Severity 1" SLA that has a single clause for Sev 1 issues, a "Severity 2" SLA, etc,etc.

Any thoughts / suggestions / recommendations / lessons learnt from anyone using SLAs would be appreciated.

Thanks.
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