Free calculator
SLA and business hours calculator
Work out when a response is due under an SLA that only counts business hours, or measure how long a reply really took in working time.
Response due
Monday, October 26 at 12:00 PM
Calendar time: 68 h 0 min
How business-hours SLAs are counted
A business-hours SLA only runs while your team is working. A ticket that arrives at 4 pm on Friday with a four-hour target, in a team working 9 to 5 on weekdays, uses one hour on Friday and is due at noon on Monday.
A ticket that arrives outside working hours starts its clock at the next opening time. Measure first response time the same way, or a ticket received on Saturday will always look late.
Times are read as wall-clock time in your own time zone. If your team spans time zones, use the hours of the team that owns the queue.
Questions
What is a good first response time?
For email, many teams aim to reply within a business day, and the best within a few hours. For live chat, customers expect a person within a minute or two.
Should SLAs count weekends?
Only if someone is working then. A promise you cannot staff for is worse than a slower one you keep.
What is the difference between an SLA and an SLO?
An SLA is a promise to customers, often in a contract. An SLO is your internal target, usually stricter, so you notice a problem before the promise is broken.
More free tools for support teams
- AI support testFind out how many customer questions an AI assistant could answer from your docs.
- Support staffing calculatorHow many agents you need for live chat (Erlang C) or an email queue.
- Cost per ticket calculatorWhat every support conversation costs you, with the breakdown.
- AI support savings calculatorWhat answering repetitive questions automatically would save.
- CSAT and NPS calculatorCustomer satisfaction and Net Promoter Score, with the margin of error.
- Support reply templatesReady-to-send replies for refunds, outages, app reviews and more.
Receive your first support ticket today.
Connect email or install the widget, invite your team, and start replying from one focused inbox.
- 21-day free trial
- Developer-friendly setup
- Export your data anytime