SLA business hours / after hours
My client would like to consider lunch hour as not applicable for SLA, is there a possibility that SLA operational hours will become more flexible? (define multiple (non-overlapping) time periods.. ie. 8-12, 1-5).
Would like to be able to define 'after hours' as well as 'standard operating hours, as 'after hours' is not in many cases 'everything but op hours''. After hours may be from 5pm to 11pm. After 11pm you are out of luck.
Also looking for more articulation of how timers work. The business case is some types of requests will have their sla timer start only when operational hours resume, others will be started even in after hours period, but stop during 'off hours'. This is not fully covered by the current flag 'Should be resolved/responded irrespective of operational hours'.
Would like to be able to define 'after hours' as well as 'standard operating hours, as 'after hours' is not in many cases 'everything but op hours''. After hours may be from 5pm to 11pm. After 11pm you are out of luck.
Also looking for more articulation of how timers work. The business case is some types of requests will have their sla timer start only when operational hours resume, others will be started even in after hours period, but stop during 'off hours'. This is not fully covered by the current flag 'Should be resolved/responded irrespective of operational hours'.