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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.

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 Infusions CBD 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.

SLA timers in Freshservice should follow your defined business hours, not run into evenings or overnight. If you’ve already set business hours and the correct time zone, double-check that the right business hours calendar is actually applied to your SLA policy and that your workspace or group time zone matches. If everything is set correctly and it still ignores business hours, it’s likely a bug or config issue and worth opening a ticket with Freshservice support.

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