SLA States:
- Not Started - time counter not started
- Active - time counter active
- On Hold - time counter paused
- Finished - time counter finished and time limit has not been breached
- Exceeded - time counter finished but time limit has been breached
- Cancelled - SLA Metric cancelled
Colour status:
- Green - more than 75% time available
- Blue - 50-75% time available
- Yellow - 25-50% time available
- Brown - 0-25% time available
- Red - time limit breached
- Light Grey - calculation not started
- Grey - SLA Metric cancelled