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.

As example(s)
- 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. This is important for incidents generated on off hours
the clock does not start until the next working hour. Also, any
incidents resolved during off hours are counted back against the last
working hour.

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.

Any suggestions or tips ?

TIA,

RM.