Unfortunately it is currently really not possible to specify SLA in minutes or different SLA for week and weekend and so on. In case the history in my mind is still correct there are already plans to re-work the SLA feature in some future version, but there is no ETA given and so, beside osT+ (which is not associated to the original osTicket in any way, except using the code...) there is only the option to wait or build a workaround at the moment.Workaround could be an external php script that checks directly at database level for the priority and if the prio is emergency sends out an email or marks the ticket as overdue or does anything else that helps you. That workaround would require some knowledge and also time, but would be easily to update with future versions since you would need to modify only for the case that the database structure changes ;)Michael