Customer support · Taskending editorial team
Are 24/7 SLAs and business-hour targets the same?
The same eight-hour target produces different results under calendar-time and business-hour clocks. Comparing reports without knowing the clock is misleading.
· 1 min read
How to apply it
Treat Taskending’s current basic SLA measurement as 24/7 calendar time. Keep customer service commitments explicit and separate from the technical indicator. For business-hour agreements, the current report alone is not a complete contractual assessment.
A concrete example
A request opened Friday at 17:00 with an eight-hour target crosses the calendar-time boundary at 01:00. A business calendar might exclude the weekend. Do not assume Taskending automatically applies that advanced behavior.
What to watch for
Time zones, holidays and pause rules are separate concerns. Correct handling of one does not prove the others. Imported SLA percentages may use a different measurement basis.
How to check the outcome
Review the customer expectation using a weekend example. If the required behavior differs from the current measurement, record it as a product gap.
Try it in your own workflow.
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