Why is the SLA duration and SLA breach so far off in SLA definitions? In the example I provided below, the duration is 5 days, and the schedule is set to 8-5 during the weekdays, which makes it 9 hours per day. By that logic, if a ticket was raised today, the SLA would breach in 1.875 days ((5 days * 9 hours)/24 hours).
If we wanted to set SLAs based on schedules like this, what would be the best way about it considering that we want the SLA to breach after 5 days with an 8-5 schedule? By the way, we don't see any issue with 24-hour schedules.
