SLA definitions for different countries

[Jesus Nava]

Hello Experts, please I need your help, what would be the best approach to create SLA definitions for different countries? I have been reading some posts but old ones, can you guide me on how to proceed?

The idea I had was to create an SLA definition per country, one for USA, one for Mexico, etc, but this would be many SLAs, is there a way to do it in a different way? creating less definitions?

Thank you

[Tony Chatfield1 · Accepted solution]

Hi, for this type of I would normally create SLA definitions by region within a time zone, where the locations in the region all share the same public holidays (if they are relevant to the SLA), and yes that can be a lot of definitions.
The first question you need to ask, is this necessary IE does your service calendar include business hours and/or public holidays?

You can utilize time-zones from a number of sources

Time zones in SLAs (servicenow.com)

but if the calendar hours or public holidays are different then I think you will need separate definitions

[Jesus Nava]

Thank you Tony, I think I will do as you commented,

Regards