[ITSM | How-to] Understanding SLA Timers and Business Hours in AssetSonar

Why It Matters

Tying your SLAs directly to your business hours ensures your resolution metrics reflect actual working time, rather than unfairly penalizing agents for tickets submitted at midnight or over the weekend.

How It Works

• Clock vs. Reaction: It helps to think of the SLA simply as the clock that measures time, while the escalation matrix decides the consequences.
• Starting the Timer: When a ticket is created (for example, a P2 Incident for an Enterprise customer), the SLA timer begins immediately or aligns with the start of your defined business hours.
• Monitoring State: Before any escalations fire, the system quietly tracks the elapsed time versus the remaining time; it is just monitoring the clock.
• Applying Calendars: The exact flow of this timer depends on the schedule you assign. During Step 1 of the SLA Policy creation flow, you can apply a specific Calendar (such as a 24×7 schedule or standard business hours) so the engine assigns the correct deadlines.

Next Steps

Review your SLA policies to ensure you have assigned the correct Calendar so your timers pause appropriately during weekends and off-hours.