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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