setting up SLA's

setting up SLA's

Hello everyone that read this post, once again I am having trubels with SLA. So I will try to keep it short this time :)

Well I have been trying to set up SLA with Hight, Medium, Low This will match Priority of a request eg if Priority is = high then High SLA will be set. This is no problem and works fine however.
When for example High SLA is set I want the first respond time to be 4 Hours and technicians  will be notified just before 4 hours I choose 3h20min and I believe this works just fine.
And after this I want to resolution time to be about 20 H. But here I having a problem. I want every 4 hour a mail to be generated to the support-group working on this request  so they can update the costumer with information, (Yes I need to update the costumer every 4 h if High SLA is met). So I tried to solve this by escalating before 7,10,13,16 H but here comes the problem. ME doesn't seems to look an the operational hours when I did a test yesterday the technicians told me that they got an email 21:00 saying something about SLA.

Anyone know how to fix this? Or a better way to configure this?
Help is very much appreciated thanks.    
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