Omitting Off-Hours in an SLA Report

[Dale3Fan]

I'm trying to do an SLA Report in Impromptu 7 for a Technical Support Department. We're not a 24 hour shop, and this makes it difficult for me to compensate for the hours we're closed. For example, if we get a case emailed in at 7:00pm and it's a low severity, we have 8 hours to get back. We measure the time the case is open until the tech makes the first response. We close at 8:00pm and reopen at 5:00am, so those 9 hours need to be removed from the equation. I can more or less get that to work, but I cannot compensate for being closed on the weekends and/or holidays. Has anyone ever run into something like this?

Thanks!

Don