Business hours
A four-hour promise should not expire while you sleep
Set your working week and timezone once. Response and resolution clocks pause outside those hours, so targets reflect the service you actually sold rather than wall-clock time.
- Workspace timezone plus per-day working windows
- Clocks pause outside hours and resume when you open
- Different policies per client tier, priority or tag
- At-risk highlighting calculated in working time
Business hours
Live in your workspace
- Working windows
- Paused clocks
- Tier-aware
- Escalation timing
- Honest attainment
Inside the workspace
What your team actually sees
Home shows what is due within four working hours and what is at risk, using the same business-hours calendar the SLA engine runs on.
Good morning, Adam
Last 7 days9
Assigned to me
3
Due within 4h
1
SLA at risk
0
Unassigned
184
Resolved (7d)
4.7
CSAT (7d)
My queue - due first
- Invoice total looks wrong12m left
- Cannot sign in to the portalbreached
- Order SO-88213 never arrived1h 40m
- How do I add a teammate?3h 05m
Setup health
- Mailboxes connected3 syncing
- Routing rules active11
- Pending invites2
- Portallive at help.northwind.co
Capabilities
Built for this job, not bolted on
Working windows
Per-day start and end times, including split or shortened days.
Paused clocks
Out-of-hours minutes never count against a first-response target.
Tier-aware
Enterprise clients can run to a 24/7 calendar while standard tiers do not.
Escalation timing
Escalations fire on working-time thresholds, not arbitrary wall clock.
Honest attainment
SLA attainment reporting uses the same calendar, so numbers survive scrutiny.
One place to change
Holiday closures update every policy at once.
How it runs
From arrival to answer
- 1
Set the calendar
Timezone and working windows in Admin > SLA.
- 2
Attach policies
Each SLA policy references the calendar and its own targets.
- 3
Track live
Tickets show remaining working time, not raw elapsed time.
- 4
Report
Attainment is measured against the same rules the team worked to.
Detail
The small print that matters
Where it lives
Admin > SLA & business hours.
Timezone
Workspace level, with client tiers able to override to a 24/7 calendar.
Granularity
Per-day windows; closures can be applied without editing every policy.