Trying to create some clients - sites and test a request, but didn't understand what msp settings is for?

The situation:

I've got client "TEST", create a SLA bronze, with 16 hours to resolve request. The working hours of TEST is from 8:30 till 20:00

working hours of MSP from 8:30 till 17:30

I'm creating a request that meet SLA bronze criteria, request created: 26/02/13 22:20

Due date 28/02/13 12:00

So as we can see, the SLA bronze took operational hours of TEST client, nor MSP ;((

What did I wrong? And what for operational hours of MSP?