How do business hours affect SLA clocks?

In Settings → SLA → Business hours, configure one calendar per workspace: timezone, working ranges for each day of the week (leave a day blank to mark it closed), and holiday dates. SLA clocks advance only inside these windows — a ticket filed Friday 6pm with a 4-business-hour response target is due Monday morning, not Friday 10pm. No calendar means 24/7 clocks.

Pausing

Clocks can also pause while a ticket waits on the customer: enable pause-on-waiting per policy and the Waiting for User / Waiting for Team statuses freeze both clocks, preserving the remaining minutes when work resumes. The math is DST-safe — a two-pass timezone conversion keeps deadlines stable across clock changes.