Help about SLA

[khalidsow]

Hello all,
i'm knew to this great product: OTRS!
But i have been able to install everything OTRS+FAQ+ITSM.
i have a small problem on configuring 2 SLA types for the same service:

SLA 1 :
criticality: Critical, Major, minor
impac: High, Low

critical/High:
- Temporary Fix: 4 hours
- Official Fix: 8 hours
... so on for the other: critical/low, major/high ....

SLA 2:
criticality: Critical, Major, minor, request
impact: High,Low

critical/high:
- Time Coverage: 24/7
- Response Time: 45min
critical/low:
... so on

How can i implement this for the same service?

best regards,

[khalidsow]

No help ?
even a link is enough ...