SLA deadline guide
SLA response deadline business days
SLA response deadline business days set how fast you must respond to tickets using working days, not calendar days. This page explains how SLAs define business days, where cutoff times fit, and how to document the rule set so everyone calculates deadlines the same way.
Published: December 28, 2025 · Updated: December 28, 2025 · By FinToolSuite Editorial
Disclaimer
- Educational purposes only; not legal or financial advice.
- Examples are illustrative and simplified.
- Results depend on your inputs and assumptions and are not guaranteed.
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Quick answer: SLA response deadline business days
- SLAs define when the clock starts and what counts as a business day.
- Cutoff times can push “received” requests to the next business day.
- Document the rule set so everyone calculates deadlines the same way.
How SLAs define business days
SLAs usually name service hours and a timezone, the weekend pattern, a holiday calendar, and the wording (for example “within 2 business days” or “2 business days after”). Many also state whether the start day counts (inclusive vs exclusive) and how to handle results that land on a non working day.
Support ticket scenarios
- Received during business hours: clock starts immediately.
- Received after hours: cutoff can move the start to the next business day.
- Received on a weekend: start usually shifts to the next business day.
- Received on a public holiday: start shifts after the holiday if holidays are excluded.
Cutoff handling in plain English
A cutoff time sets the line between “today” and “next business day” for incoming tickets. Some teams apply cutoff only when adding days; others also when subtracting for reminders. If you use cutoffs, document the time, timezone, and whether it applies to subtract mode. Learn more in cutoff time rule next business day.
Worked examples
Example A: Received 16:00, SLA “respond within 2 business days”
Inputs: weekend Sat–Sun, holidays off, cutoff off. Result: due by 16:00 two business days later (illustrative).
Example B: Received 18:30 with 17:00 cutoff, same SLA
Inputs: weekend Sat–Sun, holidays off, cutoff 17:00 on. Result: effective start next business day, due by 17:00 the following business day after that (illustrative).
Example C: Received on a holiday, SLA “within 1 business day”
Inputs: weekend Sat–Sun, holidays on, cutoff off. Result: start next business day after the holiday, due by close of that day (illustrative).
How to document the rule set
- Working hours and timezone.
- Weekend pattern.
- Holiday calendar source and year.
- Custom closure days (if any).
- Cutoff time and whether it applies to add and/or subtract mode.
- Inclusive vs exclusive counting rule.
- Output adjustment rule if the result lands on a non working day.
- Escalation rules in plain language.
How to test with the calculator
- Enter the received date and time.
- Enable cutoff and set the time if needed.
- Choose add and set the SLA business days.
- Select weekend and holiday settings (plus custom closures).
- Save scenarios to compare assumptions.
FAQ
What does “business days” mean in an SLA?
The working days your SLA defines, usually excluding weekends and holidays.
When does the SLA clock start?
When the request is considered received under your SLA rules, including any cutoff time.
What is a cutoff time in support SLAs?
A time of day that moves late arrivals to the next business day.
Do weekends and holidays pause the SLA clock?
Yes when your SLA excludes them. Make sure the calculator settings match.
Why did my deadline move by one day?
Cutoff time, holidays, weekend pattern, or counting mode can shift the result.
How do I document the rule set for my team?
Write down hours, timezone, weekend pattern, holidays, cutoff, counting mode, and adjustment rule.
Can different customers have different calendars?
Yes. Use the calendar the SLA specifies for that customer.
Is this legal advice?
No. It is educational guidance. Follow your SLA wording.