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Turn Around Time calculation with 60/60/10.5 Extending Response Time

Summary: I'm trying to extend the response times to incidents. Not able to find anything in any forum that can assist.

As example what I'm trying to accomplish here is when the incident is received to allow 4 additional hours for response without changing the SLA Resolution time


Content (required): Extending Response Time without changing Resolution time SLA.


Version (include the version you are using, if applicable): B2C 23A


Code Snippet (add any code snippets that support your topic, if applicable):N/A

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