set support severity from customer impact and run every sla clock against the executed agreement, computing first response, next update, restoration, and resolution targets on the contractual calendar and timezone, pausing only under the written pause rule, and reporting the at-risk and breached pos
set support severity from customer impact and run every sla clock against the executed agreement, computing first response, next update, restoration, and resolution targets on the contractual calendar and timezone, pausing only under the written pause rule, and reporting the at-risk and breached position with the credit exposure behind it. use for severity assignment and disputes, sla target calcu