SLA breach sheet

[akshay20]

Hello guys,
Need a quick help on the sheet i have attached where information is extracted from SLA table from "Sheet1(2)" in column N. Now based on this column N i need to calculate the
Expected SLA time and Time left for SLA to breach

For eg:- if open time for P3 ticket is:- 10th May 2015, 9:00AM then as per table for network & HW condition it is - Next biz day between 7AM-4PM.
My expected SLA time shld be 11th MAY, 9:00AM and also i need to know the time remaining from current time for SLA to expire
(Note: Next Biz is only from SUNDAY - THURSDAY)

if it is P1 then the expected SLA resolution time should be 6hrs (24*7) and time left for SLA to expire

and if ticket is breached already then it shows breached
Thanks!!

[newdoverman]

This looks like a Service Level Agreement that has the level of agreement, the date and time of opening a ticket, today's date and the Benchmark for the service. What I don't see is the date and time that the ticket is closed. This being the case all tickets on 2nd Sheet are overdue...I don't think that is what you mean but that is what your worksheet indicates. By Next Business Day (7AM - 4PM) do you mean 24 hours from the time that the ticket was opened or any time during the next business day? When a time of say 48 hours is given, when does the clock start on that and are the hours only on business days or is it straight time?

All the benchmark values are text values that will have to be converted to digital values (days, hours and minutes in Excel time) in order to work with them and right now the descriptions are not clear enough to be used.