SLA time calculation scenarios (2024)

Table of Contents
In this article SLA without any calendar SLA with calendar Warning Time: 1 day (1*24 = 24 hours) Failure Time: 2 days (2*24 = 48 hours) SLA with calendar and break hours Warning Time: 1 day (1*24 = 24 hours) Failure Time: 2 days (2*24 = 48 hours) SLA with calendar and holiday calendar Warning Time: 1 day (1*24 = 24 hours) Failure Time: 2 days (2*24 = 48 hours) Pause and hold scenario Warning Time: 1 day (1*24 = 24 hours) Failure Time: 2 days (2*24 = 48 hours) Active duration Reopen or close scenario Pause or resume scenario See Also FAQs
  • Article

This article describes SLA time calculations, given that:

  • Warning Time: 1 day (1*24 = 24 hours)
  • Failure Time: 2 days (2*24 = 48 hours)

SLA without any calendar

When you apply an SLA to a case but don't attach a calendar to the SLA, the time is calculated from the creation of the case.

In this example, time is calculated as follows:

  • Case created on 06/14/2023 at 3:00 PM.
  • Warning and failure times are set as 1 and 2 days, respectively.
  • So, the warning time is 06/15/2023 3:00 PM and the failure time is 06/16/2023 3:00 PM.

SLA with calendar

When you create an SLA with a calendar with working hours and working days of the week set, then the time calculation doesn't consider the non-working hours and days.

In this example, time is calculated as follows:

  • Case created on 06/14/2023 at 3:00 PM.
  • Warning and failure times are set as 1 and 2 days, respectively.
  • Working hours are set as 8:00 AM to 5:00 PM.
  • Working hours are calculated as 9 hours.
  • Working days are set as Monday to Friday.
  • Skips Saturday and Sunday.
  • Warning time is 06/19/2023 12:00 noon and failure time is 06/22/2023 9:00 AM.

Warning Time: 1 day (1*24 = 24 hours)

Here's how the warning time is calculated:

  • Case created on 06/14/2023 at 3:00 PM
  • 06/14/2023- 3:00 PM to 5:00 PM (2 hours) = 24-2 = 22 hours
  • 06/15/2023- 8:00 AM to 5:00 PM (9 hours) = 22-9 = 13 hours
  • 06/16/2023- 8:00 AM to 5:00 PM (9 hours) = 13-9 = 4 hours
  • 06/17/2023- weekend (non-working day)
  • 06/18/2023- weekend (non-working day)
  • 06/19/2023- 8:00 AM to 12:00 noon (4 hours) = 4-4 = 0 hours

Failure Time: 2 days (2*24 = 48 hours)

Here's how the failure time is calculated:

See Also
Work Formula - What is Formula for Work? ExamplesHow to Calculate Service Level in Call Centers: Best Practices and TipsWhat is Customer Service Level? How to define it? - Supply BrainPercentage - Formula | How To Calculate Percentage?

  • Case created on 06/14/2023 at 3:00 PM.
  • 06/14/2023- 3:00 PM to 5:00 PM (2 hours) = 48-2 = 46 hours
  • 06/15/2023- 8:00 AM to 5:00 PM (9 hours) = 46-9 = 37 hours
  • 06/16/2023- 8:00 AM to 5:00 PM (9 hours) = 37-9 = 28 hours
  • 06/17/2023- weekend (non-working day)
  • 06/18/2023- weekend (non-working day)
  • 06/19/2023- 8:00 AM to 5:00 PM (9 hours) = 28-9 = 19 hours
  • 06/20/2023- 8:00 AM to 5:00 PM (9 hours) = 19-9 = 10 hours
  • 06/21/2023- 8:00 AM to 5:00 PM (9 hours) = 10-9 = 1 hour
  • 06/22/2023- 8:00 AM to 9:00 AM (1 hour) = 1-1 = 0 hours

So, if you create a case on 06/14/2023 3:00 PM with warning and failure times set as 1 and 2 days respectively, then the warning time is 06/19/2023 12:00 noon, and the failure time is 06/22/2023 9:00 AM.

SLA with calendar and break hours

When you create an SLA with a calendar and on that calendar you set working hours, break hours, and working days of the week, then the time calculation doesn't consider the non-working and break hours.

Time is calculated as follows:

  • Case created on 06/14/2023 at 3:00 PM.
  • Warning and failure times are set as 1 and 2 days, respectively.
  • Working hours are set as 8:00 AM to 5:00 PM.
  • Break is 1 hour between 1:00 PM to 2:00 PM.
  • Working hours are calculated as 8 hours.
  • Working days are set as Monday to Friday.
  • Skips Saturday and Sunday.
  • Warning time is 06/19/2023 3:00 PM and failure time is 06/22/2023 3:00 PM.

Warning Time: 1 day (1*24 = 24 hours)

Here's how the warning time is calculated:

  • Case created on 06/14/2023 at 3:00 PM
  • 06/14/2023- 3:00 PM to 5:00 PM (2 hours) = 24-2 = 22 hours
  • 06/15/2023- 8:00 AM to 1:00 PM (5 hours) = 22-5 = 17 hours
  • 06/15/2023- 1:00 PM to 2:00 PM (1 hour) = break hour
  • 06/15/2023- 2:00 PM to 5:00 PM (3 hours) = 17-3 =14 hours
  • 06/16/2023- 8:00 AM to 1:00 PM (5 hours) = 14-5 = 9 hours
  • 06/16/2023- 1:00 PM to 2:00 PM (1 hour) = break hours
  • 06/16/2023- 2:00 PM to 5:00 PM (3 hours) = 9-3 = 6 hours
  • 06/17/2023- weekend (non-working day)
  • 06/18/2023- weekend (non-working day)
  • 06/19/2023- 8:00 AM to 1:00 PM (5 hours) = 6-5 = 1 hour
  • 06/19/2023- 1:00 PM to 2:00 PM (1 hour) = break hour
  • 06/19/2023- 2:00 PM to 3:00 PM (1 hour) = 1-1 = 0

Failure Time: 2 days (2*24 = 48 hours)

Here's how the failure time is calculated:

  • Case created on 06/14/2023 at 3:00 PM
  • 06/14/2023- 3:00 PM to 5:00 PM (2 hours) = 48-2 = 46 hours
  • 06/15/2023- 8:00 AM to 1:00 PM (5 hours) = 46-5 = 41 hours
  • 06/15/2023- 1:00 PM to 2:00 PM (1 hour) = break hour
  • 06/15/2023- 2:00 PM to 5:00 PM (3 hours) = 41-3 = 38 hours
  • 06/16/2023- 8:00 AM to 1:00 PM (5 hours) = 38-5 = 33 hours
  • 06/16/2023- 1:00 PM to 2:00 PM (1 hour) = break hour
  • 06/16/2023- 2:00 PM to 5:00 PM (3 hours) = 33-3 = 30 hours
  • 06/17/2023- weekend (non-working day)
  • 06/18/2023- weekend (non-working day)
  • 06/19/2023- 8:00 AM to 1:00 PM (5 hours) = 30-5 = 25 hours
  • 06/19/2023- 1:00 PM to 2:00 PM (1 hour) = break hour
  • 06/19/2023- 2:00 PM to 5:00 PM (3 hours) = 25-3 = 22 hours
  • 06/20/2023- 8:00 AM to 1:00 PM (5 hours) = 22-5 = 17 hours
  • 06/20/2023- 1:00 PM to 2:00 PM (1 hour) = break hour
  • 06/20/2023- 2:00 PM to 5:00 PM (3 hours) = 17-3 = 14 hours
  • 06/21/2023- 8:00 AM to 1:00 PM (5 hours) = 14-5 = 9 hours
  • 06/21/2023- 1:00 PM to 2:00 PM (1 hour) = break hour
  • 06/21/2023- 2:00 PM to 5:00 PM (3 hours) = 9-3 = 6 hours
  • 06/22/2023- 8:00 AM to 1:00 PM (5 hours) = 6-5 = 1 hour
  • 06/22/2023- 1:00 PM to 2:00 PM (1 hour) = break hour
  • 06/22/2023- 2:00 PM to 3:00 PM (1 hour) = 1-1 = 0 hours

So, if you create a case on 06/14/2023 3:00 PM with warning and failure times set as 1 and 2 days respectively, then the warning time is 06/19/2023 3:00 PM, and the failure time is 06/22/2023 3:00 PM.

SLA with calendar and holiday calendar

When you create an SLA with a calendar and set working hours, working days of the week, and some days as holidays, then the non-working hours, non-working days, and holidays aren't considered.

Time is calculated as follows:

  • Case created on 06/14/2023 at 3:00 PM.
  • Warning and failure times are set as 1 and 2 days, respectively.
  • Working hours are set as 8:00 AM to 5:00 PM.
  • Working hours are calculated as 9 hours daily.
  • Working days are set as Monday to Friday.
  • Skips Saturday and Sunday.
  • Skips holidays as per holiday calendar.
  • Warning time will be 06/21/2023 12:00 noon and failure time will be 06/26/2023 9:00 AM.

Warning Time: 1 day (1*24 = 24 hours)

Here's how the warning time is calculated:

See Also
Measuring Success With Contact Center Service Level Calculation

  • Case created on 06/14/2023 at 3:00 PM
  • 06/14/2023- 3:00 PM to 5:00 PM (2 hours) = 24-2 = 22 hours
  • 06/15/2023- 8:00 AM to 5:00 PM (9 hours) = 22-9 = 13 hours
  • 06/16/2023- holiday (non-working day)
  • 06/17/2023- weekend (non-working day)
  • 06/18/2023- weekend (non-working day)
  • 06/19/2023- holiday (non-working day)
  • 06/20/2023- 8:00 AM to 5:00 PM (9 hours) = 13-9 = 4 hours
  • 06/21/2023- 8:00 AM to 12:00 noon (4 hours) = 4-4 = 0 hours

Failure Time: 2 days (2*24 = 48 hours)

Here's how the failure time is calculated:

  • Case created on 06/14/2023 at 3:00 PM
  • 06/14/2023- 3:00 PM to 5:00 PM (2 hours) = 48-2 = 46 hours
  • 06/15/2023- 8:00 AM to 5:00 PM (9 hours) = 46-9 = 37 hours
  • 06/16/2023- holiday (non-working day)
  • 06/17/2023- weekend (non-working day)
  • 06/18/2023- weekend (non-working day)
  • 06/19/2023- holiday (non-working day)
  • 06/20/2023- 8:00 AM to 5:00 PM (9 hours) = 37-9 = 28 hours
  • 06/21/2023- 8:00 AM to 5:00 PM (9 hours) = 28-9 = 19 hours
  • 06/22/2023- 8:00 AM to 5:00 PM (9 hours) = 19-9 = 10 hours
  • 06/23/2023- 8:00 AM to 5:00 PM (9 hours) = 10-9 = 1 hour
  • 06/24/2023- weekend (non-working day)
  • 06/25/2023- weekend (non-working day)
  • 06/26/2023- 8:00 AM to 9:00 AM (1 hour) = 1-1 = 0 hours

So, if you create a case on 06/14/2023 3:00 PM and warning and failure times are set as 1 and 2 days respectively, then the warning time is 06/21/2023 12:00 noon and the failure time is 06/26/2023 9:00 AM.

Pause and hold scenario

When you create an SLA and then pause it for hours or days, the paused hours or days aren't considered in the SLA failure and warning times.

Time is calculated as follows:

  • Case created on 06/14/2023 at 3:00 PM.
  • Warning and failure times are set as 1 and 2 days, respectively.
  • Working hours are set as 8:00 AM to 5:00 PM.
  • It will calculate 9 hours daily as working hours.
  • Working days are set as Monday to Friday.
  • Skips Saturday and Sunday.
  • Skips holidays as per the holiday calendar.
  • Skips paused hours or days.
  • Warning time is 06/21/2023 10:00 AM and failure time is 06/26/2023 4:00 PM.

Warning Time: 1 day (1*24 = 24 hours)

Here's how the warning time is calculated:

  • Case created on 06/13/2023 at 1:00 PM
  • 06/13/2023- 1:00 PM to 5:00 PM (4 hours) = 24-4 = 20 hours
  • 06/14/2023- 8:00 AM to 5:00 PM (9 hours) - Paused
  • 06/15/2023- 8:00 AM to 5:00 PM (9 hours) = 20-9 = 11 hours
  • 06/16/2023- holiday (non-working day)
  • 06/17/2023- weekend (non-working day)
  • 06/18/2023- weekend (non-working day)
  • 06/19/2023- holiday (non-working day)
  • 06/20/2023- 8:00 AM to 5:00 PM (9 hours) = 11-9 = 2 hours
  • 06/21/2023- 8:00 AM to 10:00 AM (2 hours) = 2-2 = 0 hours

Failure Time: 2 days (2*24 = 48 hours)

Here's how the failure time is calculated:

  • Case was created on 06/13/2023 at 1:00 PM
  • 06/13/2023- 1:00 PM to 5:00 PM (4 hours) = 48-4 = 44 hours
  • 06/14/2023- 8:00 AM to 5:00 PM (9 hours) - Paused
  • 06/15/2023- 8:00 AM to 5:00 PM (9 hours) = 44-9 = 35 hours
  • 06/16/2023- holiday (non-working day)
  • 06/17/2023- weekend (non-working day)
  • 06/18/2023- weekend (non-working day)
  • 06/19/2023- holiday (non-working day)
  • 06/20/2023- 8:00 AM to 5:00 PM (9 hours) = 35-9 = 26 hours
  • 06/21/2023- 8:00 AM to 5:00 PM (9 hours) = 26-9 = 17 hours
  • 06/22/2023- 8:00 AM to 5:00 PM (9 hours) = 17-9 = 8 hours
  • 06/23/2023- 8:00 AM to 5:00 PM (9 hours) - Paused
  • 06/24/2023- weekend (non-working day)
  • 06/25/2023- weekend (non-working day)
  • 06/26/2023- 8:00 AM to 4:00 PM (8 hours) = 8-8 = 0 hours

So, if you create a case on 06/14/2023 3:00 PM with warning and failure times set as 1 and 2 days respectively, then the warning time is 06/21/2023 10:00 AM and the failure time is 06/26/2023 4:00 PM.

Active duration

Here's how the active duration is calculated in the following scenarios, where SLA is set for 30 min.

Reopen or close scenario

  • 12 AM- case created
  • 12:10 AM- case closed
  • 12:20 AM- case reopened
  • 12:30 AM- SLA expired

The active duration is 20 min and SLA expires at 12:30 AM. This is because SLA is set as 30 min and isn't impacted when case is reopened or closed.

Pause or resume scenario

  • 12 AM- case created
  • 12:10 AM- case paused
  • 12:20 AM- case resumed
  • 12:40 AM- SLA expired

The active duration is 30 min and SLA expires at 12:40 AM as the case was paused for 10 min. Though SLA is set as 30 min, it gets impacted when case is paused or resumed.

When you use custom time calculation for SLA KPIs, the active duration isn't calculated cumulatively by default. You need to create a custom time calculation plug-in for active duration to be cumulative. More information: Enable custom time calculation of SLA KPIs

Note

Active duration won't show any value when the SLA Instance is created in Succeeded or Expired state.

See Also

Warning and failure duration times are incorrect for SLA

Manage changes to customer service and holiday schedules of existing SLA KPIs

Create and manage holiday schedules

SLA time calculation scenarios (2024)

FAQs

How do you calculate SLA for incidents? ›

SLA time-based

We can calculate the tolerable duration of downtime to reach a given number of nines of availability, using the following formula: For example, a web application with an availability of 99.95% can be down for up to 4.38 hours max in a year.

Tell Me More ›
How to calculate SLA manually? ›

The easiest way to calculate service level is to look at the number of calls the agents can answer within a certain time frame after the phone begins to ring. This set time can be anywhere from 10 seconds to a full minute. Divide that number by the number of calls coming in and multiply the result by 100.

See More ›
How is SLA rate calculated? ›

How to Calculate the Service Level?
  1. dividing the number of requests fulfilled on time by the total number of requests,
  2. then multiplying the result by 100 to obtain a percentage.
Aug 23, 2023

Tell Me More ›
What is the SLA time for incidents? ›

The Calibre One Commitment
Standard SLAPremium SLA
Priority 12 hours to respond1 hour to respond
Priority 28 hours to respond4 hours to respond
Priority 316 hours to respond8 hours to respond
Priority 410 days to respond5 days to respond

Explore More ›
How do you calculate incident response time? ›

Incident response time can be measured using key metrics such as Mean Time to Identify (MTTI) and Mean Time to Resolve (MTTR). MTTI is calculated from the time an incident occurs to when it is detected, indicating how quickly the incident was identified.

Know More ›
What is SLA and its formula? ›

SLA formula: (365 - {downtime days}) / 365 * 100 = SLA where 365 is 365 days which translates to yearly 24/7 service uptime.

Find Out More ›
How is response time SLA calculated? ›

Response time SLA is based on the average of the Success target for each monitor in that monitor group. Similarly, Availability SLA is based on the average of the actual availability SLA of each monitor in that group.

Learn More Now ›
What is the formula for calculating time duration? ›

Calculate the duration between two times

First, identify the starting and an ending time. The goal is to subtract the starting time from the ending time under the correct conditions. If the times are not already in 24-hour time, convert them to 24-hour time. AM hours are the same in both 12-hour and 24-hour time.

Continue Reading ›
How do you quantify SLA? ›

The 8 Best Metrics For Service Level Agreements
  1. Operating time. Uptime is a measure of the percentage of time a service is available and functioning correctly. ...
  2. Response time. ...
  3. Availability. ...
  4. Throughput. ...
  5. Error rate. ...
  6. Latency period. ...
  7. Capacity. ...
  8. Safety.

Read The Full Story ›
What are the SLA metrics? ›

SLA metrics are a measurable way of demonstrating that your team or department is hitting or missing key performance indicators (KPIs) within an SLA. As we've covered in other posts, SLAs are "a contract between a service provider and a customer.

Show Me More ›

How is SLA uptime calculated? ›

If you'd like to know how our SLA Uptime Calculator computes your site or server's uptime, here are some of the formulas we use:
  • Downtime = 100% – Uptime. ...
  • 60 seconds = 1 minute.
  • 60 minutes = 1 hour.
  • 24 hours = 1 day.
  • 7 days = 1 week. ...
  • 60 * 60 * 24 * 7 = 604,800 seconds. ...
  • 99.9% * 604,800 = 604,195.50 seconds.

Get More Info ›
How to determine a SLA? ›

The SLA should include not only a description of the services to be provided and their expected service levels, but also metrics by which the services are measured, the duties and responsibilities of each party, the remedies or penalties for breach, and a protocol for adding and removing metrics.

Discover More Details ›
What is a good SLA response time? ›

What Is A Normal SLA For Resolution Time? Most SLAs for resolution time are less than 5 hours. As mentioned previously, there may be an outlier that takes longer, but the majority of issues will be resolved more quickly and some may only take minutes.

See More ›
What is the SLA for incident resolution? ›

Resolution SLAs refer to the time within which tickets need to be resolved. Configure SLA escalations. SLA breaches are unavoidable at times, and when they do happen, you need to have mechanisms in place that ensure the ticket gets resolved soon.

Find Out More ›
How do I add SLA to an incident? ›

Apply an SLA Using an Incident Rule
  1. Add a new incident rule.
  2. Click Add IF Condition Based On > Incident > Product.
  3. Click Select Operator > equals.
  4. Select the product.
  5. Click Add Action–Then > Set Field > Apply SLA Instance.
  6. Select the SLA from the drop-down list.

View More ›
What is SLA for major incident? ›

An SLA is the acceptable time within which an incident needs response (response SLA) or resolution (resolution SLA). SLAs can be assigned to incidents based on their parameters like category, requester, impact, urgency etc.

View Details ›
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