https://support.freshdesk.com/support/solutions/folders/273282
Define SLA Policies and Business Hours : Freshdesk Support
Freshdesk uses priority and time driven SLAs that are easy to configure and saves you some serious violations. Promise and deliver on SLAs and make sure...
sla policiesbusiness hoursdefinefreshdesksupport
https://research.ibm.com/publications/sla-based-resource-allocation-policies-in-autonomic-environments
SLA based resource allocation policies in autonomic environments for Journal of Parallel and...
SLA based resource allocation policies in autonomic environments for Journal of Parallel and Distributed Computing by Danilo Ardagna et al.