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Hey all,
Should the SLAs that are set to observe the customer service calendar pause during non-working days or do they just adjust the time for it?
My standard calendar is set to this -
The business hours on the SLA are set to use the schedule but they don't seem to stop counting down on the weekend days.
Is there a setting that I have missed for this function or does it not exist?
Thanks folks!
Sam
Hi Sam Conroy,
Yes, the SLA would not stop on the weekend days. Instead, it would be calculated based on the business hours and business closure that you define. For example, your define the case failure after one hour in your SLA. Suppose a case is created at 6:30 AM(which is out of your Business Hour) and your work hours is like the screenshot you provided shows. The SLA time would be 2hours and keep timing rather than 1hours and start at 07:30 AM.
Reference:
docs.microsoft.com/.../define-service-level-agreements
Thanks Steve, appreciate the explanation.
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