Currently there are 3 SLA categories in HubSpot (High, Medium, Low). SLAs are often customized and it would be great if we could add more categories ourselves and name them according to our own SLA categories.
This is a highly demanded feature for us too. Now we need to play with multiple inboxes in order to handle our SLAs and educate support personnel what “high” means in terms of our own SLAs.