Dear experts,
I have a few questions about SLA. I need to know :
1. What is the SLA base unit ?
2. Is SLA calculated in days in MDG (24 hrs) from moment a task has started?
- 3. Is it possible to manage SLA in Hours instead of days?
- 4. What is the smallest value an SLA can have?
For a support center where some people work 4 hours a day, some work 8 hours, some 9.5 hours a day, what is considered as a base "day" for the SLA?
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