← Support SLA & Evidence Handoff
Lesson 2 of 4
Apply deadline boundaries
Distinguish invalid timing, breached deadlines and awaiting replies.
Do the work
- Each priority has a supplied limit in the policies table.
- A reply earlier than opening is invalid_time and takes precedence.
- Use observed reply minus opening, or as-of minus opening for unanswered tickets. Equality meets the limit.
See the method
30 elapsed minutes against a 30-minute limit meets the policy.
Read every demonstration step
- 30 elapsed minutes against a 30-minute limit meets the policy.
- 31 elapsed minutes breaches it.
- A still-unanswered ticket can be awaiting until its limit is exceeded.
Practice independently
Exercise 1
Find invalid reply timestamps
Open practice →Exercise 2Classify first-response SLA
Open practice →Take it further
These are original practice policies; real contracts may use different clocks, calendars and pause rules.