Our team implemented SLAs in March, and things have generally been very positive.  I am finally able to measure my team and observe where our processes/organization may need to improve.

One issue that my team has raised is regarding SLAs with Resolutions/Duebys set for DAYS vs. HOURS.  

We presently have a Severity 3 issue configured as Resolved in 3 Days.  I would expect this reflects Business-days (eg. 8 hours x 3 Days).  However, there is a disparity between that value, and what is reported in the history tab of a Request -- it displays as 72 Hours.  

My team, believing that they had much more time available to address an issue let a few requests fail/become overdue.  Adding to their confusion is the 'Actual Time Spent' tally being substantially below the Resolution Time.

My question is -- would I be better off to configure my Resolution Times as HOURS to more accurately reflect the actual time remaining on an SLA?