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Support hours & Service support hours on SLM, OVSD4.5

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Pinion
Micro Focus Expert

Support hours & Service support hours on SLM, OVSD4.5

Dear All,

I searched from both Service Level Manager Task on User Guide doc and
on-line help but I do not clearly understand. Please help to answer Q1 and
Q2.

1. "Support hours" in Service Level
In the chapter 11 page 178 of User Guide, "Support Hours" seem to be the
hours of service availability. On the online help, it says Support hours
are the hours of the day and week when support is given to a service.
Q1: Is "Support hours" the same value or same thing with "Service hours"?
If not, what does the "Support hours" mean?

2. "Service hours" and "Calendar hours" in Metric Availability
From online help, it says...click Service Hours if service availability is
measured based on service support hours, or click of Calendar Hours if
service availability is measured based on calendar hours (that is,
regardless of support hours)...
Q2: Calendared hours is not base on support hours which is set in Service
Level. Service hours is depend on service support hours. What is the
service support hour? Where is the place to configure the "Service support
hours"?

Thanks in advance.

Best Regards,
Busakorn P.
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1 REPLY
Pinion
Micro Focus Expert

Re: Support hours & Service support hours on SLM, OVSD4.5

Any help....please...
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