[Rtir] custom RT:SLA time?

[Ruediger Riediger]

Linda L. Julien wrote:
> First, do you mean "+ 60 business minutes," or "+ 60 real minutes"?  I 
> ask, because what if the same time the next day is only 2 minutes before 
> closing time?  Is the due date 58 minutes after closing time, or is it 
> 58 minutes after opening time the following day?

Actually, we currently use real minutes, setting the due thus into the 
off-duty time.

> Second, if you know that your business day is 8 hours long, would it be 
> sufficient to say "8 business hours + 60 business minutes"?

For us, this is not a problem, but as you pointed out people might have 
different business day length, e.g. Mon-Thu & Fri.

We do the following:

SLA: standard
# if submission is after COB (close of business) or later,
# handle submission like next business day SOB (start of business)

# if submission is befor COB but due time after COB,
# extend due time into next business for remaining amount of time

SLA: emergency
# due is always 60min from now

Now, what we are missing is

SLA: priority
# if submission is after COB (close of business) or later,
# handle submission like next business day SOB (start of business)

# if submission is befor COB but due time after COB,
# just add the minutes into off-hours


Best regards,

	Ruediger Riediger

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Dr. Ruediger Riediger                   mailto:Ruediger.Riediger at Sun.com
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