Currently there is a limitation that service hours are defined and allocated to a service, which then has priority matrices associated. I am suggesting that the service hours should be defined at priority level also/instead.

There seems to be no way to allow for all general P1/2 incidents to be 24/7, but P3/4 incidents to be 8-6 for example. This is a feature of many contracts which provide an elevated level of support for high priority incidents, but not for individual user affecting issues to keep their costs down.

The current workaround is to create two services, one for high priority incidents and one for low priority incidents but this causes duplication with associated CIs, UCs, agreements etc.