In Customer Contracts we define the Service level and Coverage Shedule based on priority. 

The Coverage Shedule is fix per day for all sites related to that Customer/Contract. But we have several Customers were the acces hours do not match that “overall” coverage shedule and the acces hours are different for each site.

Has anyone have experience in how to do SLA calcullation based on the site acces hours within the restrictions of the overall coverage shedule in the Customer Contract?

• coverage shedule from 08:00 until 20:00, the site has acces hours from 10:00 until 18:00
• we must be able to handle the call within the coverage shedule period of 12h
• the SLA callcullation may only be based on the period of 8h between 10:00 and 18:00