Why do my SLA calculations seem incorrect?

SLAs are calculated by taking business hours into consideration.

This means the SLA values you see on issues may seem to be much further out than you would expect.

For example, say your support hours are set as 9am - 5pm PT during weekdays and your time to first response SLA is set as 3 hours.

If a customer question comes in at 3pm PT on Friday, it will only violate your first response SLA at 10am on Monday. This is 3 business hours of time (as defined by your support hours) but really almost 3 calendar days worth of time.

On the issue sidebar above, you'll see times displayed in calendar time, so it is easy for you to tell at what date and time an issue will violate the given SLA.