If your company calculates case SLAs on Working Hours, the SLA clock only runs while you are open. Until now, "open" meant 09:00 to 17:00, Monday to Friday, for everyone. You can now set the days and hours that apply to your own company.
Why set working hours?
A four-hour response SLA means something different to a team that works 08:00 to 18:00 and one that works 09:30 to 16:30. If your hours differ from the default, SLA due dates fall at the wrong time: too early if you work shorter days, too late if you work longer ones, and wrong on any day you work that the default treats as closed.
Setting your own hours means:
Due dates match your day. A case raised at 16:45 with a two-hour response SLA is due at the right point in your next working period, not someone else's.
Different days, different hours. Each day of the week has its own start and end time, so a half-day Friday or a longer Monday is handled correctly.
Non-working days are skipped. Untick a day and no SLA time is counted on it.
You manage it yourself. It sits with your other company settings and needs no involvement from The Layer.
Set it up (administrators)
Go to Settings > Company Setup > Edit Company.
Find the SLA calculation method (Working Hours or Clock Hours). The Working Hours section sits directly beneath it.
For each day of the week, tick whether it is a working day and set the start and end time.
Save the company settings.
A company that has never changed its hours sees 09:00 to 17:00, Monday to Friday. That is the same as the behaviour before this setting existed, so nothing changes until you edit it.
Working Hours or Clock Hours?
Clock Hours counts every hour, around the clock, including weekends. Working Hours counts only the hours you set here. The working hours you configure only affect SLAs when the calculation method is Working Hours.
Rules and limits
Each day needs a start and an end, and the end must be after the start. If a working day is missing a time or the times are the wrong way round, The Layer tells you and does not save that day. Your other company settings still save.
Untick a day to make it non-working. The times you had set for it are kept, so ticking it again later restores them.
One set of hours per company. The hours apply to every SLA calculated on Working Hours. Separate hours per SLA profile or priority are not available.
Bank holidays are not handled. A bank holiday that falls on a working day is counted as a working day. If you need it treated as closed, untick that day for the week in question and tick it again afterwards.
Changing hours does not rewrite history. Existing cases keep the due dates they already have. The new hours apply to cases raised, and SLA periods that start, after you save.
Common questions
Do I need to set this if we use Clock Hours?
No. Clock Hours ignores working hours altogether.
Does this change our on-hold statuses?
No. A case in a non-SLA status still pauses the clock, whatever your hours. See Understanding SLA and non-SLA case statuses.
Can different teams have different hours?
Not at the moment. Hours are set once for the company.