How to Maintain SLA in Complaint transaction

Dear all,
How to maintenance SLAs for CRM complaints transaction.
Scenario:
our client wants to store Complaint processing time in SAP. if complaint is coming through phone..it has to be addressed with in 1 day, if customer directly comes it has to be resolved with in 1 hour like that....
can we map this in complaint transaction..How to configure this in SAP CRM?
We are not maintaining Service Contracts per each customer in our system.
Your suggestions are highly appreciated
Thanks & Best regards
Raghu ram

Hi Ram, Thanks for the response but it is not clear to me. Please help me to understand the scenario in following concerns.
1. When you say 'Service Master' is it a Service product master which need to be created for SLA's in CRM system?
2. How to maintain duration details on basis of specific status in the transaction?
3. If the given duration exceeds for a specific status...how to escalate it to next level?
4. Is there any way of mapping this scenario instead of maintaining SLA as a product in the transaction?
Kindly suggest...Your help will be greatly appreciated.
Regards
Raghu ram

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