Proposing following design changes in Service Level Agreement for better user experience and ease of usage:

1. The Pop Window for Case resolution should have an option to resize as per user preference. Also system administrators should get an option to modify the same as per business requirement.

2. Restart the Enhanced SLA Clock if the case is reassigned: If case is reassigned from one user to another, the SLA time should restart. We can create a separate SLA KPI for the reassignment.

3. SLA should have color lights like in traffic signals. This will help us determine the status of the SLA. Different colors will represent different intensities.