Calendars and Work schedule

In SLA Time and Report, calendars (work schedules) define when SLA time is counted.

They control working time, meaning the time during which your team is actually available to work. So, SLA time is calculated only during working hours defined in the calendar.

By default, SLA time can be tracked 24/7, but with calendars, you can limit it to your team’s actual working hours.

How SLA time is calculated with calendars

SLA time is calculated based on the selected working schedule. Instead of counting all elapsed time, the system counts only the time that falls within defined working hours.

Example

Working hours: 09:00 – 17:00 (Monday–Friday)
SLA start: Friday at 16:00
SLA stop: Monday at 10:00

Actual SLA time:

Friday → 1 hour (16:00–17:00)
Weekend → not counted
Monday → 1 hour (09:00–10:00)

✔ Total SLA time = 2 hours, not 66 hours

Create a work schedule

To create a new calendar (work schedule):

Open the SLA configuration page
Go to the Work Schedules section
Click Add new

Basic setup

In the Add work schedule menu you can choose:

Schedule name – for example, Support Team Schedule
Time zone – affects SLA calculation
Working days – select the days your team works
Working hours – define the time range for each working day

Advanced settings

You can also configure:

Different working hours per day

Enable Different work hours for each day to set individual schedules for each day. You can set individual working hours and breaks for each day. To do this, enable the Different work/breaks hours for each day button.

Breaks and 24/7 schedule

Enable Different break hours for each day and add break periods (for example, lunch time). Breaks are not counted as working time.

In order to set a 24-hour working schedule for all days, enable the checkbox before 24 hours a day. To set the same breaks for all days, fill in the name field and Add a break.

Business day length

Set the Length of Business days for the SLA goals time limit field. By default, 1 day (1d) equals 8 hours, but you can change it from 1 to 24 hours.

Holidays

You can add, edit, or delete holidays or non-working days. The Reset to defaults button will reset all your changes to the app's default values. Click the Save button to save all your changes, or Cancel to leave the schedule unsaved.

Additionally, you can:

selecting a specific date
adding a description
enabling Repeat annually

👉 Holidays are excluded from SLA calculation.

Save and manage the schedule

At the left menu bar of Configuration Manager – Work Schedules :Calendars:, you can view the full calendars list that has been created before. You can also create new, copy, and delete existing ones.

Important notes

SLA time is calculated using the selected calendar and working hours
Time zone affects SLA calculation
Calendars can be reused across multiple SLAs
Changes to a calendar may affect SLA results

When to use Multiple-scheduler (Available in the Advanced plan)

Use multiple calendars when:

teams work in different time zones
support operates in shifts
different services have different working hours

👉 Learn more: Multiple-scheduler SLA type

Helpful resources & links