How to Calculate SLA

[VASKHI]

Dear Team,

I need to calculate SLA for weekends. My current formula paste below calculates SLA on weekday between 9 AM to 5 PM but if an incident is logged on a weekend then formula returns incorrect value

Current Formula:

=IF(J2="",0,IF(M2="",(NETWORKDAYS(J2,$AI$11)-1)*("17:00"-"9:00")+MOD($AI$11,1)-MEDIAN(NETWORKDAYS(J2,J2)*MOD(J2,1),"9:00","17:00"),((NETWORKDAYS(J2,M2)-1)*("17:00"-"9:00")+MOD(M2,1)-MEDIAN(NETWORKDAYS(J2,J2)*MOD(J2,1),"9:00","17:00"))))

Kindly suggest a better formula to cater this exception. File is uploaded for reference

Regards

 

[Luke M]

Welcome to the forum!
For those of us not in your field, what does "SLA" stand for?

 

[NARAYANK991]

Hi ,

1. http://en.wikipedia.org/wiki/Service-level_agreement

2. http://searchitchannel.techtarget.com/definition/service-level-agreement

3. http://www.cio.com/article/2438284/outsourcing/sla-definitions-and-solutions.html

4. http://www.webopedia.com/TERM/S/Service_Level_Agreement.html

Narayan

 

[kuldeepjainesl]

Service level agreement : Used to measure the performance against the given target general in time.

How many/Much one could achieve in a agreed time (SLA)

 

[VASKHI]

SLA as mentioned by our fellows is Service Level Agreement. The formula stated above calculates the time lapsed from a trouble ticket opening. I require a better formula for catering to weekends.

Regards