Multiple sets of Parameter/Value can be selected and added. In such an event select the condition with which the rule is to be defined. This will be linear, for instance if a rule is defined with a sub-category – Hardware and Priority- High with an ‘And’ condition it will be arithmetically treated as (Subcategory – Hardware Related) AND (Priority – High). In this case the rule will be applied on any service record that matches the above criteria.
Use NOT operator to exclude certain parameter values from the SLA rule. E.g., ‘NOT Location = Default’
You can add as many parameters as desired.
Please refer help link SLA for the configuration.