> For the complete documentation index, see [llms.txt](https://docs.klink.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.klink.cloud/settings/business-hours-and-sla.md).

# Business hours and SLA

Set working hours and holidays, then create response and resolution targets measured against those schedules.

## What it is

**Business hours** define your working hours and holidays. They are used to measure SLAs correctly and as a workflow condition (Inside / Outside of business hour).

An **SLA** is a target for how fast your team responds, for example "reply within 5 minutes" or "resolve within 24 business hours". Each case shows **Meet** (green) or missed (red). See also [Glossary](/getting-started/glossary.md#sla).

## Set business hours

1. Go to **Settings, then Business Hour, then New schedule**.
2. Name it and pick a **time zone**.
3. On **Working hours**, turn on each working day and set its time slots (use **Copy hours to other days**).
4. On **Holidays**, add your holiday dates.
5. Click **Create schedule**. One schedule is marked **Default**.

## Set up an SLA

1. Go to **Settings, then SLA, then New SLA** (Ticket or Message).
2. Choose a **Trigger**: when an agent first responds, or when a ticket is resolved.
3. Set **Conditions**: which cases it applies to (Priority, Category, Channel, Tags).
4. Set **Targets**: first-response time and resolution time (resolution must be longer), measured against a **Business Hour** schedule.
5. Name it and **Save**. Cases then show **Meet** (green) or missed (red).

*Example: "Urgent tickets get a first response within 5 minutes and resolution within 4 business hours."*

{% hint style="info" %}
In the CX Log you can filter by **SLA** (Meet / Unmeet / Empty) and use **Sync SLA** in bulk actions to recalculate SLA for selected cases.
{% endhint %}

## Related pages

* [Glossary](/getting-started/glossary.md)
* [Dispositions and wrap-up](/settings/dispositions-and-wrap-up.md)
* [Members, roles, and permissions](/settings/members-roles-and-permissions.md)