There should be possible to have an import/mass upload of the Service Level Agreements, with the corresponding items from a file or an external system.

Only for US, we are having more than 200 SLAs covering all the time zones and working hour types and do those we need to add also the corresponding items.

It takes too much of an effort to create them manually.

Additional Idea – the fact that the Business hours need to be set-up in the SLA itself, increases the number of possible combinations and thus the number of the SLAs (items).

The number of necessary SLAs would be lower if we would have separate “profiles” – one for the definition of the KPIs (e.g. Response time = 3 hours) and one for the Business Hours and these 2 key profiles will be determined when a Case is created.