SLA calculation: 24x7 calculation in case of very high priority

Hi Everyone,

I am configuring a Solman 7.1 SP10 to be able to handle var partner scenarios and I have a question in connection with SLA escalation.

With the help of this document I managed to set up the SLA escalation in a basic level.

For very high priority I set the response time as you can see in the next picture (according to official SAP requirements, e.g: page 8)

My problem is that the Solman calculates the deadlines in business hours and not like 24x7 (as SAP requires).

For example in the next picture the value Due by should be 2014.03.14 21:11. Due to the fact that our support desk is open from Monday to Friday between 8am and 6pm and the Solman calculates the deadlines in business hours, this value has been set to 2014.03.17 10:11.

Can anyone instruct me what I shall alter to fulfill SAP requirements?

Thanks!