How do business hours affect SLA clocks in Kora?
Updated Oct 21, 2026
In Settings → SLA → Business hours, configure one calendar per workspace: timezone, working ranges for each day of the week (leave a day blank to mark it closed), and holiday dates. SLA clocks advance only inside these windows — a ticket filed Friday 6pm with a 4-business-hour response target is due Monday morning, not Friday 10pm. No calendar means 24/7 clocks.
Pausing
Clocks can also pause while a ticket waits on the customer: enable pause-on-waiting per policy and the Waiting for User / Waiting for Team statuses freeze both clocks, preserving the remaining minutes when work resumes. The math is DST-safe — a two-pass timezone conversion keeps deadlines stable across clock changes.
Common questions
What if I do not set a calendar?
Without a business-hours calendar the clocks run 24/7.
Can the clock pause while I wait for the customer?
Yes. Enable pause-on-waiting on a policy and the Waiting for User and Waiting for Team statuses freeze both clocks, keeping the remaining minutes for when work resumes.
Does daylight saving time break deadlines?
No. The calculation is daylight-saving safe, so deadlines stay stable across clock changes.