Claude Sonnet 5.5 (effort default (no --effort flag) · thinking on) on Find support tickets that breached SLA, measured in business hours across time zones, holidays and customer-wait pauses

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  "result": "I wrote `out/sla.json`. 12 of the 40 tickets breached their SLA. I didn't spot-check any individual ticket by hand.\n\n- **Breached tickets:** SUP-4103, 4110, 4114, 4137, 4144, 4154, 4162, 4168, 4172, 4186, 4199 and 4209.\n- **Median business hours by priority:** P1 5.68, P2 3.10, P3 8.30.\n- **Worst overrun:** SUP-4209. It's a premium P1 with a 2-hour target and 12.27 business hours.\n\nThe data was messy, so I made some calls:\n- **Clock start and end:** The clock starts at a ticket's first `new` event and stops at its first `resolved` event after that. I ignored events that come before `new` or after `resolved`, such as a `waiting_on_customer` logged before `new` on SUP-4101 and an `open` logged after `resolved` on SUP-4114.\n- **Time zones:** I sorted events by their actual instant, using each timestamp's own UTC offset. I counted business time in the support team's UTC+01:00 zone.\n- **Waiting periods:** The clock pauses from a `waiting_on_customer` event until the next `open` event.\n- **Zero-hour tickets:** Several tickets (for example SUP-4118 and SUP-4133) came out at 0.00 hours. They started and finished outside support hours, on a weekend or holiday.\n- **Boundary cases:** SUP-4182 comes out at exactly 8.00 hours against an 8-hour target, so it isn't a breach (it needs to be strictly greater).\n- **Missing data:** Every ticket had both a `new` and a `resolved` event, so none were dropped.",
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