Free tool
Free SLA calculator
Calculate first-response and resolution deadlines from the hours the desk is actually open, including time zones, holidays, and pauses.
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How the calculator works
An SLA here is a target you set: how much counted time may pass before the first response, and how much before the ticket is resolved. Priority is a label. P1 is not locked to 15 minutes. You type both targets, or apply a row from the policy draft.
Three calendars change which minutes count.
- 24/7. Every minute counts, except dates you mark as holidays. Friday 23:30 plus two hours is Saturday 01:30.
- Business hours. Only the open window on the days you tick. The worked example is Friday 16:30, Monday–Friday 09:00–17:00, two hours. Friday contributes 30 minutes. The weekend contributes none. Monday 09:00–10:30 contributes the rest. The deadline is Monday 10:30. Eight hours on the same ticket lands at Monday 16:30.
- Custom. Each weekday can have more than one window, including a split day or an overnight window. Overlapping windows are merged, so the same minute is not spent twice. 24/5 is the full clock on the days you pick.
The clock walks real instants in the time zone you chose. It does not add 24 hours to a date and hope. When the clocks move forward or back, a local hour can be 60 minutes, missing, or repeated. A holiday removes that local date. A pause, once the rule is on, is cut out of the open windows.
Elapsed time is working time from the ticket to the moment you are checking. Remaining time is what is left until the deadline. If you have not entered an actual time, the page will not say the SLA was met.
The policy table is a draft you can copy. Sample rows are illustrations: 15 minutes and 4 hours, 1 hour and 8 hours, 4 hours and 24 hours, 8 hours and 48 hours. They are not Hearthvane’s response promise. For a target on a live queue, ask for a quote.
Frequently asked questions
What does a “day” mean in the resolution target?
A day is 24 hours on the SLA clock. In a business-hours calendar those hours are spent only while the desk is open, so one day can cross several calendar dates.
Does a 24/7 calendar ignore holidays?
No. A date you add is closed in every calendar, including 24/7. With no dates in the list, 24/7 counts every minute.
Why does Friday 16:30 plus two working hours land on Monday 10:30?
On a Monday–Friday 09:00–17:00 calendar, Friday has 30 minutes left. Saturday and Sunday are closed. Monday then uses the remaining 90 minutes, from 09:00 to 10:30.
When does the calculator say the SLA was met?
Only after you enter an actual response or resolution time. If that field is blank, you get a deadline and the time remaining. A passed deadline is not marked breached until an actual time is later than it.
Do pauses always stop the clock?
No. A pause is ignored until you turn on “Exclude pause time”. That is the switch for waiting on a customer or any other hold you want left out of the count.
Is this Hearthvane’s response promise?
No. The deadlines are the targets you type. A real response time is agreed in a quote, not printed by this page.