: :  Example

Let's say that a guaranteed response time of 4h (request taken into account within the 4h after the request) and a guaranteed fault repair time of 2 days (the solution must be given within 2 days) have been set.

When a contract is signed, you must set up the following elements in Akuiteo:

A request is sent by e-mail at 2 am. The request is well received but will be read only at 9 am.

The contract says that a request must be handled within 4h from the reception in the 9 am-6 pm time slot (reception time slot).

The request is evaluated and entered at 5 pm and will be sent to the Production team the day after, from 9 am to 12 pm, as soon as the request will be received.

About 24h and 1 day

1 day is not considered as 24h in a row.