# Example 5: Service level units in hours and days

## Overview

This example compares two Service Level Agreements. In the first agreement, the solution time is specified in hours, and in the second agreement it is specified in days.

SLA

Incident SLA 1

Service Levels

Reaction Time

Solution Time

Priority: High

1 hour

24 hours

SLA

Incident SLA 2

Service Levels

Reaction Time

Solution Time

Priority: High

1 hour

1 day

Service Time Profile

Working Times

Monday - Friday, 08:00 - 17:00

Holidays

Friday, 5/1/2009

Time zone of the system

Karlsruhe (GMT+1)

Time zone of the ticket creator

Karlsruhe (GMT+1)

Ticket

Incident 1

Ticket

Incident 2

SLA

Incident SLA 1

SLA

Incident SLA 2

Creation Date

Thursday, 4/30/2009, 12:00 PM

Creation Date

Thursday, 4/30/2009, 12:00 PM

Priority

High

Priority

High

Reaction Point

Thursday, 4/30/2009, 1:00 PM

Reaction Point

Thursday, 4/30/2009, 1:00 PM

Solution Point

Wednesday, 5/6/2009, 9:00 AM

Solution Point

Monday, 5/4/2009, 12:00 PM

## Calculation of Reaction Points

Formula: Creation Date + SL Reaction Time = Reaction Point

• Incidents 1-2: Thursday, 4/30/2009 12:00 PM + 1 hour = Thursday, 4/30/2009 1:00 PM

## Calculation of Solution Points

Formula: Creation Date + SL Solution Time = Solution Point

• Incident 1: Thursday, 4/30/2009 12:00 PM + 24 hours = Wednesday, 5/6/2009, 09:00

Friday, 5/1, Saturday and Sunday are not working days. Only working hours within the working days are used for the calculation, i.e. 9 hours per day from Monday to Thursday during this specific week.

• Incident 2: Thursday, 30.04.2009 12:00 + 1 day = Monday, 04.05.2009, 12:00

Friday, 5/1, is not a working day. Because only working days can be considered for the calculation, the next working day is Monday.