Configuring business hours

Business hours let a policy measure SLA targets against your working day rather than 24/7 calendar time.

Enabling business hours

On the policy form (Admin → SLA), turn on Use business hours, then set a start hour and an end hour. Hours are whole numbers on a 24-hour clock — for example 8 and 17 for 8:00 AM to 5:00 PM. These default to 8 and 17 on a new policy.

How the timer behaves

With business hours on, the SLA engine counts target minutes only within the working window, Monday through Friday:

• Time outside the start/end hours is not counted.
• Saturday and Sunday are skipped entirely.
• If a target would run past the end of a day, it carries the remaining minutes to the next business day's start hour.

For example, a ticket created shortly before the end of the day will have its remaining target time resume the following morning rather than burning down overnight.

When business hours are off

If Use business hours is disabled, targets are added as plain elapsed minutes — the clock runs continuously, including nights and weekends.

Business-hour windows are defined per policy, so you can run one round-the-clock policy for critical clients and a working-hours policy for everyone else.