How SLA Deadlines are Calculated

This section describes the process by which SLA deadlines are calculated.

Respond By and Resolve By deadlines are calculated using expressions that are the same other than the name and relevant deadline. This topic provides calculations for Resolve By deadlines as an example.

SLA Target Times calculate the duration of time in which a technician must resolve or respond to a ticket. They can either allow or not allow Stop the Clock (STC). Target Times can also be tied to a Working Hours calendar, which means that the clock will automatically pause outside the technician's working hours.

The Resolve By WITHOUT STC flowchart describes the process by which timelines are calculated for SLAs that do not allow Stop the Clock.

Resolve By Without STC

The Resolve By WITH STC flowchart describes the process by which timelines are calculated for SLAs that allow Stop the Clock. It is based on the result of the Resolve By WITHOUT STC expression shown above.

Resolve By With STC

Working Hours and SLA

Each of the SLA Deadline calculations consider Working Hours as specified in the SLA itself.