I am trying to calculate downtime for a Service Level Agreement.
The data that I have is the start date/time and the resolved date/time for an incident.
The data are in the format - 1/1/2008 03:32 AM. The incidents may occur at any time but downtime is calculated only business hours and excludes weekends. I may be required to exclude holidays but that is not a hard requirement right now. What I must be able to specify are the working hours.
- if an incident is generated on 1/2/2008 4:00 PM and resolved at 1/3/2008 11:00 AM then the downtime is 4 hours.
- if an incident is generated on 1/12/2008 4:00 PM (which is a Sat) and resolved at 1/14/2008 11:00 AM (which is Monday) then the downtime is 3 hours.
The above assumes working hours are 8:00 AM through 5:00 PM.
I have tried using the NETWORKDAYS and WORKDAY functions with little success.