How to apply different SLAs to customers on the same tier
SLAs in Plain are set with workflows, so you can use any condition to determine which SLA to apply. To give customers on the same tier different SLAs, you can use a condition such as the priority of the thread or which labels are present to determine which SLA policy to apply.
Example
Within one tier:
Urgent threads: 1-hour first response time
High threads: 4-hour first response time
Normal threads: 8-hour first response time
Customers with a premium success package get a higher priority and the tighter SLA. Customers with a standard package get a lower priority and a looser SLA.
Setup
Create one tier per subscription level, such as Enterprise, and assign all Enterprise companies or tenants to it.
In Settings, open SLA policies and set up response time targets.
Create a workflow that sets SLA policy depending on tier and thread priority