When you log a ticket, our system automatically calculates a strict "Resolution Due Date" based on your active Service Level Agreement (SLA). However, it is important to understand that these timers are calculated strictly against Standard Business Hours.
The Business Hours Rule
Our automated SLA engine pauses its countdown outside of operating hours, over weekends, and during public holidays.
Example: If you have an SLA that guarantees an 8-hour resolution, and you log a ticket at 4:00 PM on a Friday (assuming business hours close at 5:00 PM):
- The timer runs for 1 hour on Friday.
- The timer pauses for the entire weekend.
- The timer resumes at 8:00 AM on Monday.
- Your guaranteed resolution deadline will be 3:00 PM on Monday (the remaining 7 hours).
Note: Clients on specialized Enterprise SLA contracts may have custom 24/7/365 timer configurations.
