SLA Response / Resolution Deadline
Service level agreement response/resolution clocks.
These calculators are for informational purposes only and do not constitute legal, financial, or professional advice.
How the SLA Response / Resolution Deadline works
The SLA Response / Resolution Deadline calculator takes the moment a ticket is opened and a target expressed in business hours, then returns the exact deadline timestamp against your working calendar. It is built for support and operations teams whose SLAs should pause overnight, on weekends, and on holidays.
Measuring an SLA in raw calendar hours breaches tickets nobody was scheduled to work; measuring in business hours holds you to the promise you actually made. Stacking priority tiers — different response and resolution clocks per severity — is where hand-tracking fails, and where this tool earns its keep.
Worked example
A P2 ticket with a 4-business-hour response target, opened at 3pm on a Friday with a 9am–5pm calendar, is due at 11am the following Monday — two hours used Friday afternoon, two on Monday morning, with the weekend ignored.
Frequently asked questions
Does the SLA clock pause outside business hours?
Yes. Time only accrues inside your defined working window, so overnight, weekend, and holiday hours do not burn down the deadline.
Can I model different priority tiers?
Yes. Compute separate response and resolution deadlines for each severity by entering that tier’s target in business hours.
How do holidays factor in?
Select your country (or add custom closures) and those days are excluded from the SLA clock just like weekends.