When a response is actually due SLA
A ticket at 16:45 on a Friday with a four working hour target is due at 12:15 on Monday. Add four hours and you report a breach that never happened.
When the desk is open
A rule is a days token with no spaces in it, then the windows: Mon-Fri 09:00-17:00, or Mon,Wed 09:00-12:00,13:00-17:00. Overlapping rules are merged, so no minute is counted twice.
The week that results
The tickets
Stopped minutes are open-time minutes the clock was paused because the ticket was waiting on somebody else. They push the deadline out by that much of open time, not that much of wall clock.
What is due when
The working
How it works
SLA works out when a response is actually due under a working-hours target. It handles working days, holidays, stopped-clock periods and the day the clocks change, and shows the working so you can check it. Nothing leaves this tab.
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