Hello everyone,
I would need to understand how to properly configure SLA and OLA on this specific scenario.
My customer, Company X has SAP and obviously has a supplier for handling requests/incidents.
However, all requests are assigned to a first level (L1) with Company X operators having an SLA (let's imagine 2 hours first response and 4 hours resolution).
If L1 fails to resolve they reassign the ticket to the second level (L2) with operators from the SAP supplier. The SAP supplier has an SLA contract with Company X (let's always imagine 2 hours first response and 4 hours resolution). 
How can I track both SLAs? It seems that freshservice while allowing the creation of different SLAs applies only one to the ticket overwriting the previous one (even retroactively). That is, in update the new SLA is applied counting the date of creation and not update (if L1 has SLA 4 hours and at 3:59 hours reassigns to L2, the latter will have 1 minute to resolve). Maybe I am doing something wrong in the settings? How can I track the metrics of both L1 and L2? (Maybe L1 violated the resolution SLA but once assigned to L2 he resolves on time).
Has anyone run similar scenarios? Have tasks been used with OLA?
Thank you very much for your help