How to use the Support SLA Calculator.
SLA time depends on business hours, exclusions and start/stop rules. State the calculation method before reporting a breach.
Make the workflow fit your task.
Define the SLA clock's start, stop, timezone, covered hours and pause rules. Map the ticket events onto that calendar, then show counted and excluded intervals. Compare with the target only after confirming the policy version and event timestamps.
- What you provide
- Ticket timestamps, working hours and SLA rules.
- What you get
- Response or resolution elapsed time with exclusions shown.
See the input and the result.
Illustrative input and output · a teaching example, not a live WebAct run
Example input
Ticket opened Monday 10:00 and answered Monday 12:30; both times are within counted hours.
Completed example
Counted response time: 2 hours 30 minutes, under the supplied same-day calendar rules.
Load this input into the prompt, then copy it to WebAct to try the task. Your result may differ from the illustration.
Decisions and troubleshooting.
Do weekends count toward every support response SLA?
Only when the agreement includes them. Business-hour and calendar-hour commitments require different calculations.
Why does the helpdesk's timer differ from a simple timestamp subtraction?
It may exclude closed hours or paused states. Reconcile the event history with the configured SLA rules.
Try it with your own source.
Replace the example with your material in the task prompt. Keep the requirements you need, then copy the task into WebAct.
Customize and copy the task ↑