With this extension, computation of SLA deadlines (TTO and TTR) takes into account time periods during which you committed to deliver a given service to a given customer. It takes into account as well Bank Holidays for your company. Without this extension, SLA computation is based on 24×7 delivered services and no holidays.
Coverage Windows & Holidays
This extension can be used even if you have customized the Service Management Data Model, assuming you have a mean to determine on each Ticket the applicable Service Level Target (SLT).
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