SLAcalculator.
When was it reported, and how urgent is it? Get the respond-by and fix-by times, on a 24/7 clock or working hours only.
The priority times are common starting points, not a standard. Change them to match your contract. Working hours are Monday to Friday, 8am to 6pm, and bank holidays are not excluded.
Let the clock run itself.
docket starts the SLA clock when a subcontractor accepts the job, and shows what is about to breach before it does.
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