Cloud Migration Resources
Planning a Cloud migration? These resources can help you get started:
→ Time to SLA Cloud features – Review Cloud features and understand key differences between DC and Cloud.
→ Migration support from Appfire – Learn how we can help you migrate smoothly.
I want to track SLAs during planned work outside business hours
Context: A support team provides planned after-hours coverage during peak periods, on-call rotations, or special events. The team works standard business hours most days but occasionally supports customers outside those hours.
User problem: We sometimes work outside our regular business hours, but our SLAs don’t reflect that. If we extend business hours permanently, SLAs become inaccurate on normal days. If we don’t, SLAs pause even when agents are actively working.
Solution: Creating Exceptions in the calendar.
With Exceptions in Time to SLA, you can define additional working hours outside your standard business hours, without changing your regular schedule or holidays.
By adding exceptions to your calendar, you can:
Track SLAs during planned overtime or special support coverage
Keep standard business hours intact for normal days
Add break times within exception hours, if needed
Create one-time or recurring exceptions
Share exceptions across calendars or keep them team-specific
When an SLA runs during an exception, an indicator appears in the SLA panel so agents clearly understand why the SLA is progressing outside normal hours.
You can create an exception for after-hours support (for example, 18:00–22:00) and optionally add break times. SLAs count only during the defined exception hours.
Order of priority for SLA calculation
Depending on your configuration, Time to SLA evaluates working time in the following order:
Exceptions → Holidays → Business hours, or
Holidays → Exceptions → Business hours
You can control this per calendar using the SLA calculation behavior on exceptions setting.
Example: Support shift on a public holiday (Exceptions override holidays)
Scenario
Your team works a planned support shift on a public holiday.
Configuration
Date: 31 December 2025
Holiday: All day
Exception: 09:00–17:00
Break: 10:00–11:00
SLA behaviour: Exceptions override holidays
How SLA calculation works
08:30 → ❌ SLA does not run (before exception hours)
09:30 → ✅ SLA runs (exception hours override the holiday)
10:30 → ❌ SLA pauses (break time)
Result
SLAs count only during the defined exception hours, even though the day is a holiday.