Business Hours & Holiday Calendar

Business Hours and Holiday Calendar allow Workspace Admins to define the working schedule used for Service Level Agreement (SLA) calculations within Closedloop. SLA timers use these settings to calculate Action and Resolution deadlines based only on configured working periods.

Business Hours define your workspace's working days and working hours. The Holiday Calendar allows you to configure non-working days that should be excluded from SLA calculations.

These settings apply to all SLA policies configured within the workspace.

Watch this video for a quick overview of configuring Business Hours and Holiday Calendar in Closedloop.

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Only Workspace Admins can configure Business Hours and Holiday Calendar settings.

Workspace Admins include:

• Workspace Owner (System Administrator)
• Shared users (Sub Accounts) with administrative access to the workspace

Navigate to: Closedloop → Workspace → Workspace Settings → General Settings

1. Go to the Business Hours section on the general settings page.
2. Select the business days that apply to your workspace. Specify the Start Time and End Time using the 24-hour time format.
3. Click Save to apply the Business Hours configuration.

1. Go to the Holiday Calendar section.
2. Select the holiday date, enter the holiday name and click on Add Holiday

• SLA timers run only during configured business hours.
• Non-working hours are excluded from SLA calculations.
• Configured holidays are excluded from SLA calculations.
• If a ticket is created outside business hours, the SLA countdown starts at the next available business period.
• If a ticket is created during a configured holiday, the SLA countdown begins on the next available business period.

To configure a workspace that operates continuously:

• Select all seven days (Monday through Sunday) as business days.
• Set the Business Hours from 00:00 to 24:00.

This configuration allows SLA timers to run continuously throughout the week.

No. Each workspace supports a single continuous business schedule.

No. The same working hours apply to all selected business days.

No. Holidays must be added manually.

No. Existing holidays cannot be edited. Delete the holiday and create a new one if changes are required.

Yes. Workspace Admins can delete holidays from the Holiday Calendar.

No. Each workspace uses a single Holiday Calendar that applies to all SLA policies.

• Review Business Hours before creating SLA policies.
• Keep the Holiday Calendar updated throughout the year.
• Verify the workspace timezone before saving Business Hours.
• Use the 24×7 configuration only when support is available continuously.