May I request help in finding out how the SLA was computed for a certain ticket with the following details:

      

Below is the SLA rule applicable to the above ticket:

      

Below are the Holidays configured for May 2015:

      

Below are the configured Operational Hours:

      

May 12, 2015, was a Wednesday so the Due By Date should have been May 14, 2015.

      

Please help me in knowing why the system computed the Due By Date as May 19, 2015.

Thanks!