Hey Tylor,
This certainly is a struggle. We're implimenting a service that will have our full cycle of milestones as tasks. This will allow for the submitter to see where in the cycle their request is at and it will allow for us to better track our work.
From an SLA standpoint, you're right. The best we've been able to do is put the longest timeframe we would expect on the service and make sure we communicate to the customer the actuals during requirements gathering. This information will