The problem there is not with SLAs at all, but with how they are set. It is sadly common for SLAs to be dictated by marketing/bidding/sales, with no regard for

The problem there is not with SLAs at all, but with how they are set. It is sadly common for SLAs to be dictated by marketing/bidding/sales, with no regard for reality. Similarly, if you can't reply to every priority 1 ticket within 24 hours, that suggests that not every one is priority 1, rather than simply an issue with SLAs as a concept.