SLA Dates - Scenarios

Understand how SLA due dates are calculated based on access hours, weekend exclusions, and public holidays through practical examples.

Overview

SLA (Service Level Agreement) dates in FacilitEase are calculated based on several factors that can affect when a request resolution is due. Understanding these calculations helps ensure accurate expectations for service delivery.

Base Example: All scenarios in this guide use the same starting point: A request logged at 9:30 PM on October 19th with a 10-day SLA. The differences in due dates demonstrate how each setting affects the calculation.

Key Concepts

Access Hours
When enabled, SLA calculations consider site operating hours. Requests logged outside access hours start counting from the next accessible time (Day 0).
Weekend Exclusions
When enabled, Saturdays and Sundays are not counted toward the SLA duration. This setting takes precedence over site access hours for weekends.
Exclusion Days
Public holidays and other configured exclusion days are not counted toward the SLA. These are set up in the system calendar and apply to all affected SLAs.
Time Overflow
When the calculated due time falls outside access hours, the remaining time carries over to the next available access period, potentially extending the due date.

Scenario 1: Basic SLA (No Exclusions)

1
Simple Calendar Days
Access Hours: OFF
Exclude Weekends: OFF
Exclusion Days: None
SLA Duration: 10 Days
Request Logged
9:30 PM on October 19th
Resolution SLA Due
9:30 PM on October 29th
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Scenario 2: Weekend Exclusions

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Weekends Not Counted
Access Hours: OFF
Exclude Weekends: ON
Exclusion Days: None
SLA Duration: 10 Days
Request Logged
9:30 PM on October 19th
Resolution SLA Due
9:30 PM on November 2nd
The SLA extends by 4 days because 2 weekends (4 days total) are excluded from the count.
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Scenario 3: Weekend + Public Holiday

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Weekends + Holiday Exclusion
Access Hours: OFF
Exclude Weekends: ON
Exclusion Days: Public Holiday on 23rd
SLA Duration: 10 Days
Request Logged
9:30 PM on October 19th
Resolution SLA Due
9:30 PM on November 3rd
The SLA extends by 5 days total: 4 weekend days + 1 public holiday (October 23rd).
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Public Holiday (Excluded)
Due Day

Scenario 4: Access Hours + Exclusions

When access hours are enabled, the system becomes more sophisticated in calculating SLA due dates. These scenarios demonstrate how time logged outside access hours affects the calculation.

4
Access Hours with All Exclusions
Access Hours: ON (8am - 5pm, 7 days)
Exclude Weekends: ON (takes precedence)
Exclusion Days: Public Holiday on 23rd
SLA Duration: 10 Days
Request logged at 9:30 PM (after 5pm close). Since this is outside access hours, the next access day becomes Day 0.
Original Calculation
9:30 PM on November 3rd
Time Outside Access Hours
4 hours 30 minutes (9:30 PM - 5:00 PM)
Final SLA Due Date
Monday, November 6th @ 12:30 PM

Calculation Explanation: The original due time (9:30 PM Nov 3rd) falls 4.5 hours after site closes at 5 PM. The next available access is Monday Nov 6th at 8 AM (skipping weekend). Adding the 4.5 hour overflow to 8 AM = 12:30 PM.

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Weekend
Holiday
Overflow Due Day
4.1
After Hours with Short Access Window
Access Hours: ON (8am - 12pm, 7 days)
Exclude Weekends: OFF
Exclusion Days: None
SLA Duration: 10 Days
Original Calculation
9:30 PM on October 29th
Time Outside Access Hours
4 hours 30 minutes overflow
Final SLA Due Date
Monday, October 30th @ 12:30 PM
4.2
Before Hours (Same Day Resolution)
Access Hours: ON (8am - 5pm, 7 days)
Exclude Weekends: ON
Exclusion Days: None
SLA Duration: 10 Days
Request logged at 2:30 AM on October 19th - 5.5 hours before site opens at 8 AM.
Original Calculation
2:30 AM on November 3rd
Time Outside Access Hours
5 hours 30 minutes before opening
Final SLA Due Date
Friday, November 3rd @ 1:30 PM

Same Day Resolution: Since the overflow (5.5 hours) fits within the same day's access window (8 AM + 5.5 hours = 1:30 PM, before 5 PM close), the due date remains on November 3rd.

4.3
Before Hours with Part-Time Access
Access Hours: ON (8am - 12pm, 4 hour days)
Exclude Weekends: ON
Exclusion Days: None
SLA Duration: 10 Days
Request logged at 2:30 AM on October 19th - 5.5 hours before site opens, but site only has 4 hour access days.
Original Calculation
2:30 AM on November 3rd
Time Outside Access Hours
5.5 hours > 4 hour access window
Final SLA Due Date
Friday, November 3rd @ 12:00 PM

Overflow Exceeds Access Window: When the time difference (5.5 hours) is greater than the accessible hours in a day (4 hours), the SLA defaults to the site's end time. In this case, the due date becomes Friday 3rd @ 12 PM (site closing time).

Scenario 5: Site Access Hours Only

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Access Hours Without Weekend Exclusion
Access Hours: ON (8am - 5pm, Mon-Fri only)
Exclude Weekends: OFF
Exclusion Days: None
SLA Duration: 10 Days
Site access is Mon-Fri only, so weekends are automatically excluded through site hours, even though the "Exclude Weekends" setting is OFF.
Request Logged
9:30 PM on October 19th
Original Calculation
9:30 PM on October 29th
Final SLA Due Date
Monday, October 30th @ 12:30 PM

Calculation: The calculated due date (Oct 29th 9:30 PM) falls outside access hours. The 4.5 hour overflow carries to the next access time (Monday 30th at 8 AM), making the final due date Monday 30th @ 12:30 PM.

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Scenario Comparison

This table summarizes how different settings affect the SLA due date for the same request (logged 9:30 PM on October 19th with a 10-day SLA):

Scenario Access Hours Exclude Weekends Exclusions Due Date
1. Basic OFF OFF None Oct 29th, 9:30 PM
2. Weekends OFF ON None Nov 2nd, 9:30 PM
3. Weekends + Holiday OFF ON Oct 23rd Nov 3rd, 9:30 PM
4. Full Exclusions 8-5pm ON Oct 23rd Nov 6th, 12:30 PM
5. Site Hours Only 8-5pm M-F OFF None Oct 30th, 12:30 PM

Key Takeaways:

  • The basic 10-day SLA (Scenario 1) gives the earliest due date
  • Each exclusion type extends the due date further
  • Access hours can cause time to overflow to the next available day
  • "Exclude Weekends" takes precedence over site access hours for weekends
  • When overflow time exceeds daily access hours, the system defaults to end-of-day