Be cautious when creating new Contract Template with new set of business days and hours as once the Contract Template is in use by SLA Contract, it cannot be edited, deactivated or deleted.

Watch out for the correct spelling and definition of the fields Name & Abbreviation. We recommend using clear and short descriptions for the field Name and the abbreviation enclosed in brackets. For example:

Normal Business Hours	(8x5)
Extended Business Hours	(10x6)
Twenty Four By Seven	(24x7)

QoS-IT utilizes the values stored in the fields Name, Abbreviation and Calendar only, leave all other fields in their default values. Make sure that the green dots representing opened business hours are correctly set. Common mistake is assuming the last opened hour (of a day) is at the beginning of the hour while it is actually the last minute of the hour (XX:59 and not XX:00)

In the following example, the opening hours are Monday-Friday 8:00AM-16:59PM (almost 17:00)