I am having doubts on the SLA caulcation after reading few posts here. Appreciate if could answer so that clears my doubt.
If Default Urgency is not provided in the CSA exam, should we add '10' to the calculation?
Also, do we need to repeate count after the past deadline?
An SLA is defined as below. What would be the value of urgency after 8 days of no action?
Initial Urgency - 10
Goal - 1 day -10
Deadline - 3 days - 10
Past Deadline - 1 day - 10
Repeating past deadline - 3 times