sla-calculation
Calculate SLA deadlines for support tickets based on customer tier and urgency. Use when determining response deadlines, checking SLA compliance, or when user asks about SLA, deadline, or response time requirements.
75
63%
Does it follow best practices?
Impact
95%
2.02xAverage score across 3 eval scenarios
Passed
No known issues
Optimize this skill with Tessl
npx tessl skill review --optimize ./lesson-04-claude-code-config/exercise/solution/.claude/skills/sla-calculation/SKILL.mdEvaluation results
100%
56%Support Ticket SLA Deadline Report
Business hours SLA with holiday carryover
Enterprise MEDIUM SLA window
0%
100%
Standard HIGH SLA window
0%
100%
Standard LOW SLA window
0%
100%
Enterprise LOW SLA window
100%
100%
Business hours coverage
0%
100%
Holiday skipped
50%
100%
Weekend skipped
100%
100%
TICK-1001 deadline Monday
0%
100%
Late submission edge case
100%
100%
Risk level thresholds
20%
100%
Percent remaining present
100%
100%
86%
58%Automated Escalation Decision Engine
URGENT immediate SLA and escalation output
Immediate = 15 minutes
0%
50%
24/7 coverage for URGENT
0%
100%
Required output fields present
50%
100%
next_checkpoint field present
0%
100%
TICK-2001 escalation_needed true
0%
100%
TICK-2002 critical or breached
30%
100%
TICK-2001 risk level critical
0%
100%
On-call paging action noted
87%
100%
TICK-2002 escalation_needed true
50%
100%
Results written to results.json
100%
100%
Standard URGENT same SLA as Enterprise URGENT
0%
0%
100%
29%Global SLA Calculator for Multi-Timezone Customers
Timezone-aware SLA calculation
Deadline in UTC for system
100%
100%
Deadline in customer timezone
100%
100%
TICK-3001 24/7 coverage
100%
100%
TICK-3001 1 hour SLA window
0%
100%
TICK-3001 deadline correct
0%
100%
TICK-3003 defaults to UTC
100%
100%
TICK-3003 assumption noted
100%
100%
Timezone confirmation recommended
100%
100%
Required output fields present
50%
100%
Results written to results.json
100%
100%
TICK-3002 business hours
0%
100%
- Repository
- udacity/cd14715-claude-code-classroom
- Commit
6820a25
- Evaluated
- Agent
- Claude Code
- Model
- Claude Sonnet 4.6
Table of Contents
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