11.3. Set Up SLA Business Hours, Timezones, and Holiday Schedules

Navigate to Settings > SLA > Business Hours tab. Business hours schedules define when SLA time counts. Time outside of business hours does not count toward SLA deadlines.

Creating a Business Hours Schedule

1. Click + Add Schedule.
2. Fill in the schedule details:
   • Schedule Name: A descriptive name (e.g., "US East Coast Hours," "24x7 Support").
   • Timezone: Select the IANA timezone for this schedule (e.g., "America/New_York," "Europe/London"). All business hours are calculated in this timezone.
   • 24x7 Mode: Toggle on if this schedule should count all hours, every day, with no exclusions.
   • Set as Default: Toggle on to make this the default schedule for policies that do not specify one.
3. Configure Daily Hours for each day of the week:
   • Enabled: Toggle whether each day is a working day.
   • Start Time: When the business day begins (e.g., 08:00).
   • End Time: When the business day ends (e.g., 17:00).
4. Click Save.

Managing Holidays

Holidays are non-working days where SLA time does not count.

1. In the schedule detail view, find the Holidays section.
2. Click + Add Holiday.
3. Fill in the holiday details:
   • Holiday Name: A descriptive name (e.g., "Christmas Day," "Company Holiday").
   • Date: Select the holiday date.
   • Recurring: Toggle on if this holiday repeats annually (e.g., December 25th every year).
4. Click Save.

How Business Hours Affect SLA

• When a ticket is created at 4:00 PM on Friday with a 4-hour response target and business hours of Mon-Fri 8 AM - 5 PM, the response deadline will be Tuesday at 11:00 AM (1 hour Friday + 3 hours Monday, skipping the weekend).
• Holidays are treated the same as non-working days — SLA time does not count on holidays.
• Daylight saving time transitions are handled automatically based on the schedule's timezone.