[otrs] Reports for SLA's

Hi , I found OTRS a great OSS. Was just wondering does it have any facility to record SLA's http://en.wikipedia.org/wiki/Service_Level_Agreement. In contact centres managers need to check response time of e-mails and close time of each arriving e-mails. I am of opinion if it does not have this functionality we can work on it and create a plugin which would increase the usage of OTRS in contact centres where a single e-mail address is used to respond address multiple issues. Any pointers/ thought on this -- With Best Regards, Vishal Kashyap. http://www.vishal.net.in