Set Business Hours (for SLA)

Defining your business hours is important for both billing purposes and for setting customer expectations. It is also a necessary component in creating a Service Level Agreement (SLA).

You can create a calendar to define your business hours, and will likely want to set up more than one. For instance, you can set up a calendar for regular working hours, another for night hours, and yet another for weekend hours.

To create a business hours calendar:

1.  Navigate to Admin > Business Hours.

The Calendars page appears.

2.  Click Add Calendar to create a new business hours calendar.

The Add Calendar page appears.

3.  Enter the name of the calendar in the Name field. You can optionally enter a description in the Description field.

4.  Select each day of the week and set the your working hours.

5.  Click Save.

Your calendar has been created.