Create business hours calendars (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).

Defining your business hours is important for both billing purposes and for setting users' 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.

Create a business hours calendar

1.  From Admin, click Business Hours.

The Business Hours page appears.

2.  Click Add Calendar to create a new calendar.

The Add Calendar page appears.

3.  Give your calendar a name and description. 

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

5.  Click Save.

Your calendar has been created and appears on the Business Hours page.