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SLA Calculator

  1. #1
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    SLA Calculator

    Hi

    I'm trying to create an SLA calculator. I want to be able to calculate the SLA expiry date and time, dependent on date and time logged, the priority level of the call and the type of contract a customer has, i.e, a priority 1 call for a customer with a standard contract (priority 1 = 6 hour response time, standard contract covers between 8am-6pm) logged at 09:00 on 01/10/13 gives me an SLA of 15:00 on 01/10/13. I've attached what I've played with so far, and put on the spreadsheet the differences between piorities and contract coverage. Any help would be most appreciated.

    Thanks

    SLA Calculator.xlsx

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    Forum Expert daffodil11's Avatar
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    Re: SLA Calculator

    Am I assuming that a Priority 2 response on a Standard Contract only follows work hours? So something logged at 7pm on day 1 expires at 6 pm on day 2?

    Are there days of week of operation, or are they all assumed everyday?

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    Re: SLA Calculator

    Hi, thanks for the reply. If a Priority 2, standard contract came in after 18:00, the SLA would not start until 8am the following day, and would expire 10 working hours later, so 18:00 that day. Standard contracts also exclude weekends so a call logged at 12pm on a friday would not expire until 1pm on the Monday.

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