Hi, My setup is OTRS 3.0.13. I have configured the calendar for business hours: 7-17, Monday to Friday. Our standard SLA is 2 business days for first response (1200 minutes - 10 hours x 2), with notification at 60%. Creating a test ticket on the standard SLA on Monday 14, 10:45, and letting it escalate, give this result: EscalationNotifyBefore sent the 15th, 12:00. EscalationNotifyBefore sent the 16th, 8:20. Escalation on the 16h, 9:00. Creating a test ticket on the standard SLA on Thursday 10, 10:38, and letting it escalate, give this result: EscalationNotifyBefore sent the 14th, 8:20. Escalation on the 14h, 8:40. First, I'm surprised to see that there are usually 2 notifications. I don't understand how this is computed, but I think it is a good idea to have a notification 20 minutes before the escalation when the first response delay is more than an hour. However, I don't understand why a ticket with a first response delay that spans over a week-end doesn't get the 60% EscalationNotifyBefore. Is this a bug? Thanks, Ugo