A service representative creates a service call at midnight for a customer with a contract The contract's service level agreement specifies a resolution time of 8 hours The service call shows a…

Question

Options

• AThe equipment card contains a different resolution time.
• BThe time period for resolution begins once a technician is assigned.
• CResolution time calculation is affected by the hours of coverage listed in the contract.
• DThe response time from the contract is added to the resolution time.

• A
  10% (3)
• B
  83% (25)
• C
  3% (1)
• D
  3% (1)

Explanation

Option B is correct because the 8-hour resolution clock doesn't start when the service call is created at midnight - it starts when a technician is assigned. If a technician wasn't assigned until 4:00 AM, then 8 hours from that point lands exactly at noon, explaining the apparent 4-hour gap.

Why the distractors are wrong:

• A is wrong because the equipment card does not override or extend the SLA resolution time in this context; contract terms govern the deadline.
• C is a common trap - coverage hours affect when the SLA clock runs (e.g., pausing overnight), but that would typically shorten the effective window, not push a deadline further out in a straightforward way.
• D is wrong because response time and resolution time are separate SLA metrics; resolution time does not stack on top of response time to set the deadline.

Memory tip: Think of it as a relay race - the resolution timer is the second runner, and it can't start until the first runner (technician assignment) hands off the baton. The clock only starts ticking once someone picks up the case.

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