Stringing a Criteria Together

Try:

=IFERROR((SUMPRODUCT((('3-Service Calculator'!$G$1:$G$10000="1-serv call")+('3-Service Calculator'!$G$1:$G$10000="3-recall")+('3-Service Calculator'!$G$1:$G$10000="4-more time")+('3-Service Calculator'!$G$1:$G$10000="6-follow up")),--('3-Service Calculator'!$X$1:$X$10000=3),'3-Service Calculator'!$L$1:$L$10000)/SUMPRODUCT((('3-Service Calculator'!$G$1:$G$10000="1-serv call")+('3-Service Calculator'!$G$1:$G$10000="3-recall")+('3-Service Calculator'!$G$1:$G$10000="4-more time")+('3-Service Calculator'!$G$1:$G$10000="6-follow up")),--('3-Service Calculator'!$X$1:$X$10000=3)))/24,0)