Support SLA Calculator — illustrative example

INPUT
Ticket opened Monday 10:00 and answered Monday 12:30; both times are within counted hours.

RESULT
Counted response time: 2 hours 30 minutes, under the supplied same-day calendar rules.

REVIEW
SLA time depends on business hours, exclusions and start/stop rules. State the calculation method before reporting a breach.

This is a teaching example, not a live execution record.