Set business hours for SLA due dates Last updated: Aug 16, 2026

By default, SLA targets are measured against the 24/7 clock. If your team only works certain hours, you can make SLAs respect your business hours instead.

Navigate to Settings > Business Hours (SLA).

Enable support hours, choose your timezone, and set the open hours for each day of the week, then click Save.

SLA response and resolution targets set in Audiences as minutes or hours are measured against these working hours. Targets set in days, weeks, or months (and holidays) run on the calendar clock.

See also: Service level agreements (SLA) and Audiences in this help center.