Business hours, holidays and SLA clocks

An SLA measured against the wrong clock is worse than no SLA.

Set business hours first

Admin → Companies & SLA. Define your working days and hours, and add public holidays. The SLA clock pauses outside these times, so a ticket arriving at 6pm Friday is not automatically breached by Monday.

Then set targets

First response is the target customers actually feel. Resolution time is the one you report internally. Set first response tight and resolution realistic, not the other way round.

Per-company overrides

A customer on a premium contract can carry a different policy on their company record. Everyone else follows the default.