Hi everyone,

I’ve been noticing something odd with how SLA due times are calculated in Freshservice.

Even though I’ve set up proper business hours (8 AM to 5 PM, Monday to Friday) and selected the correct time zone (Chennai GMT+5:30), the system still shows SLA response and resolution times that fall outside those hours — like late evenings or even overnight.

I’ve double-checked the SLA settings and made sure business hours are selected (not calendar hours), but the due times still seem to be calculated in real-time rather than pausing outside working hours.

Just wanted to check — is this normal behavior? Has anyone else run into this? Would love to know if there’s a way to make SLA timers strictly follow business hours.