How do I create multiple SLAs for teams in different countries or time zones using Help Scout?

First, make sure you've signed up for a Super SLA account and connected it to Help Scout.

1. Next, configure your Business Hours by clicking `Settings > Business Hours`.

Here, you can customize the working days or hours for your team, or even add holidays. Whenever you create an SLA Rule or Alert using "Business" hours, one of these locations will apply.

The location marked with "(Default)" will be the location that applies to any tickets that aren't specifically configured.

2. Now you can configure your second location. Simply open the "Location" drop down and choose "Add new location..."

3. Give your location a meaningful name (for instance, "EMEA Team" or "Berlin Office") and click "Create location". You can now configure your business hours in the same way you did for your Primary location.

4. Next, you need to tell Super SLA which locations should apply to which tickets. You can do this based on Customer domain. Just click "Customer domains" in the sidebar:

Then "Edit" next to the domain you'd like to choose a different location for, choose the desired location and click "Save"

Nice work! Now any tickets that arrive from an "@netflix.com" customer will be treated under the "Europe" location.