Previously, SLA timers ran continuously, even outside of business hours. Today, we’re introducing an option that lets you pause the SLA timer for a specific policy when outside of business hours.

This new setting is called “Pause SLA timer outside of business hours” and is now available as an option for you to select within each SLA policy.

When this setting is on:

• SLA timers pause when outside of business hours and resume when you re-enter business hours.

• Tickets created outside of business hours won’t start their SLA timer until business hours start.