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sla-calculation

Calculate SLA deadlines from customer tier, urgency, and business rules.

28|45|Updated Dec 3, 2025
Search Tags:#ticket#escalation#timezone#risk#deadline#sla#business-hours
One-click install
npx skills add https://github.com/udacity/cd14715-claude-code-classroom --skill sla-calculation
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: sla-calculation
Source: https://github.com/udacity/cd14715-claude-code-classroom/tree/main/lesson-04-claude-code-config/exercise/solution/.claude/skills/sla-calculation
Command: npx skills add https://github.com/udacity/cd14715-claude-code-classroom --skill sla-calculation

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

SLA calculations are needed to determine accurate response deadlines and monitor compliance for support tickets.

Core Features & Use Cases

  • Matrices map customer tier and urgency to response times and coverage (24/7 vs business hours)
  • Business-hours calculations that skip weekends and holidays
  • Timezone normalization and cross-timezone deadline representation
  • Escalation and risk indicators based on time remaining

Quick Start

Provide inputs: submission time, customer tier, urgency, and timezone to compute the deadline.

Frequently Asked Questions about sla-calculation

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I calculate SLA deadlines for support tickets across different timezones?▼

SLA deadlines are calculated by normalizing submission time across timezones and mapping customer tier and urgency to response times. Cross-timezone deadline representation is supported by converting the input time to the target timezone before applying business rules.

How does business-hours calculation handle weekends and holidays for SLA compliance?▼

Business-hours SLA calculation skips weekends and holidays when computing response deadlines. It evaluates the coverage matrix to determine whether a ticket follows 24/7 or business-hours rules, then excludes non-working days from the elapsed time.

Can I check SLA compliance and forecast escalation risk based on time remaining?▼

SLA compliance checking forecasts escalation risk by evaluating time remaining against the computed deadline. Risk indicators flag escalation conditions when the remaining time drops below defined thresholds based on customer tier and urgency.

What inputs do I need to compute an SLA response deadline?▼

Computing an SLA response deadline requires submission time, customer tier, urgency, and timezone. These inputs trigger a matrix-driven mapping that applies business rules to generate the final deadline and escalation status.

What is the best way to map customer tier and urgency to SLA response times?▼

Mapping customer tier and urgency to SLA response times is handled through a matrix-driven approach. The matrix defines specific response durations and coverage types, which are then applied to the ticket submission time to calculate the exact deadline.

Why does my SLA deadline calculation return a different time during weekends?▼

SLA deadline calculations return different times during weekends because business-hours rules skip non-working days. If the ticket coverage is set to business-hours instead of 24/7, the calculation pauses the clock until the next valid working day.

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