# Example 4: Escalation Points Outside Working Times

## Overview

This example considers working times and holidays. The creation date is within working times and therefore it can be used as a basis for calculation. Although the calculated reaction and solution points fall on a working day, they are outside working times, so they are postponed by the system.

SLA

Incident SLA

Service Levels

Reaction Time

Solution Time

Priority: High

1 hour

8 hours

Priority: Medium

1 hour

12 hours

Priority: Low

1 hour

24 hours

Priority: None

1 hour

48 hours

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

SLA

Incident SLA

Creation Date

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

Creation Date

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

Priority

High

Priority

Medium

Reaction Point

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

Reaction Point

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

Solution Point

Monday, 5/4/2009, 11:00 AM

Solution Point

Monday, 5/4/2009, 3:00 PM

Ticket

Incident 3

Ticket

Incident 4

SLA

Incident SLA

SLA

Incident SLA

Creation Date

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

Creation Date

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

Priority

Low

Priority

None

Reaction Point

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

Reaction Point

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

Solution Point

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

Solution Point

Friday, 5/8/2009, 3:00 P

## Calculation of Reaction Points

Formula: Creation Date + SL Reaction Time = Reaction Point

• Incidents 1-4: 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 (Friday, Saturday and Sunday are not working days. Only hours on working days are used for the calculation).

• Incident 1: Thursday, 4/30/2009 12:00 PM + 8 hours = Monday, 5/4/2009, 11:00 AM
• Incident 2: Thursday, 4/30/2009 12:00 AM + 12 hours = Monday, 5/4/2009, 3:00 PM
• Incident 3: Thursday, 4/30/2009 12:00 PM + 24 hours = Wednesday, 5/6/2009, 09:00 AM
• Incident 4: Thursday, 4/30/2009 12:00 PM + 48 hours = Friday, 5/8/2009, 3:00 PM

If the unit for the reaction and solution time is specified in hours or minutes, only the hours on working days are considered for the calculation of the solution points.