Business Hours & SLA Calendar
Business Hours & SLA Calendar
By default, every SLA on a ticket counts wall-clock minutes — including weekends, nights and holidays. The Business Hours & SLA Calendar add-on lets administrators define a working schedule and a holiday calendar so SLAs only tick when your team is actually working.
The feature is part of the ITSM add-on. Once your tenant has it enabled, the editor lives at Settings → Business Hours & SLA Calendar.
Overview
Three concepts work together:
| Concept | What it does |
|---|---|
| Schedule | A weekly grid (Mon–Sun) of opening windows in a specific timezone. |
| Holiday calendar | A named list of dates on which the schedule is overridden — full-day or partial-day. |
| Team override | Optional. A team can attach its own schedule; otherwise it inherits the tenant default. |
When a ticket is created, the SLA engine resolves the schedule in this order:
- The ticket's team has its own schedule → use it.
- Tenant default schedule.
- No schedule resolvable → fall back to 24/7 wall-clock math.
Schedules
The default tab lets you edit the tenant default. Pick a name, an
IANA timezone (Europe/Berlin, Europe/Vienna, Europe/Zurich are the
DACH defaults) and the weekly windows.
Each weekday holds a list of open/close windows. You can add multiple windows per day to model a lunch break — leave a day empty to mark it closed. The editor enforces:
- HH:MM format on every value.
- Close must be later than Open.
- Windows within the same day must not overlap.
The schedule is timezone-aware: a Friday 17:00 close in
Europe/Berlin is correctly translated to UTC for SLA math, including
spring-forward and fall-back DST transitions.
Per-team override
Open the Teams tab to assign a schedule to a specific ITSM team. Teams without their own assignment inherit the default.
Holiday calendars
The third tab manages holiday calendars. You can:
- Create a blank calendar and add entries one by one.
- Clone from template — pre-seeded lists are shipped for:
- Germany (federal)
- Germany (Bavaria)
- Austria
- Switzerland (federal)
- Add partial-day entries (e.g. an early close on Christmas Eve).
Pre-seeded years currently cover 2026 through 2030. The list is deterministic and checked into the platform — no external service is queried at runtime.
A schedule references zero or one holiday calendar. When a holiday falls on an otherwise-open day, the SLA engine treats it as off-time (or, for partial-day entries, subtracts the configured time from that day's windows).
SLA semantics
Once the add-on is enabled and a schedule is resolvable, new SLA instances on tickets created from that point on use working-time math. Targets are computed by walking the schedule — for example, a 4-hour resolution SLA created on Friday 16:00 with a 9–17 schedule lands on Monday 12:00, not Friday 20:00.
Existing tickets keep their original semantics
Tickets that already had SLA instances before business hours were enabled keep their original 24/7 targets. The platform deliberately does not retroactively shift live SLAs — that would surprise both agents and reporting.
If you need to migrate live tickets to the new math, close them and create new ones, or contact support.
Pause and resume
When a ticket transitions to a state your SLA policy marks as pause-on, the SLA timer pauses. On resume, the engine recomputes the target by adding the remaining working minutes at the resume time — not just the wall-clock difference. Two weekends and a holiday between pause and resume therefore extend the deadline by exactly the working minutes that were on the meter at pause time.
FAQ
Does this cost extra? The Business Hours & SLA Calendar feature is part of the ITSM add-on. Ask your account manager to enable it for your tenant.
Can different teams use different timezones? Yes — each schedule has its own timezone. Attach the right schedule per team via the Teams tab.
What if a holiday isn't in the seeded list? Add it manually. Tenant-specific entries override the seeded ones.
Can I have a 24/7 SLA alongside a 9–17 SLA? Yes. Each policy has its own Use business hours flag. Leave it off for the policy that should keep ticking around the clock.
What happens if I disable business hours later? New SLAs revert to wall-clock math; in-flight SLAs continue with the behaviour they were created with.