Ooh, tricky one! I bet the correct answers are B and D, because you need to know the actual business hours to set those due dates. Unless your SLA involves overnight deliveries, of course.
Haha, the maintenance plan? What, are they going to be late because the janitor is mopping the floors? I'll stick with the service contract and working calendar.
I agree, the maintenance plan might have an indirect impact, but working calendar and operating hours are the main elements used for calculating due dates.
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