How SLA Deadlines are Calculated

The two processes to calculate SLA deadlines are Resolve By Without STC and Resolve By With STC.

Respond By and Resolve By deadlines are calculated using different expressions that work essentially that same way on different objects (the name and relevant deadline are different). This topic provides calculations for Resolve By deadlines as an example.

The Resolve By Without STC flowchart shows the process for how 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 for how 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

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