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