Hi Kos, the ideal approach is to look at your customer requirements (what they NEED, not what they want in a perfect world) and then allocate resources accordingly. What is the impact to your business if your 1 person support team is taking longer to resolve a P2? Does the cost to the business justify a different resourcing model? How much of the work needs to be done locally - can your 6 person team provide virtual support?
Creating SLAs that can't be delivered only leads to arguments, so it's better to under-promise and over-deliver, but everything should come back to the business requirements.
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