The initial urgency is set at 20. At 5 hours, the urgency increases by 10 (total 30). At 8 hours, the urgency increases by 20 (total 50). After the deadline, the urgency increases by 20 every 2 hours, up to a limit of 5 events. By 16 hours, all 5 events have occurred, adding 100 to the urgency, leading to a total urgency of 150 (initial 20 + goal 10 + deadline 20 + passed deadline 100). References: Pega Platform Help - Service Level Agreements.