Hi all, I have just installed OTRS and it looks good out of box. I have a requirement to define 3 levels of SLA with regard to response time (15 mins, 30 mins and 1 hour). Appreciate any advice from anyone who had implemented similar conditions before. Also, is there anyone who had implemented SIRIOS? I am looking for installation instruction as the manual is only in english. Thanks in advance. Regards, Oh Sieng Chye)