When it comes to Service Level Agreements (SLAs) there is one important configuration that's overlooked or forgotten.
Holidays and Exceptions
You've likely seen me post Holiday message on Instagram for the US, Canada, UK, Australia, Europe, Singapore, etc. Make no mistake about it, Holidays are important. Your SLA clock is likely ticking away when Incident, Service Request, and Task SLAs should be paused!
It's somewhat of a straight forward process to configure SLA Holidays & Exceptions.
There are two types of "Exception" configurations for your Hours of Operation (HOP) Calendar, aka Business Hours:
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