Please would you be able to help with the following queries:
1. What was the Intention of Service Level Description when created? How was this field envisaged to be used?
2. Standard Duration: This field shows in the UI in 9.4 (Service Details Page) although it does not show in 10.0 (Service Details Page). Is this a defect or has this field actually been hidden on purpose? If the field hidden on purpose, please could you elaborate the reason why it has been hidden.