Can I exclude breaks, holidays, weekends, and non-working hours from SLA calculations?

By default, Incident IQ automatically excludes weekends and non-working hours from SLA calculations. Working hours are automatically set to 7:00 AM to 3:00 PM Monday through Friday, but these hours can be changed by a member of the Incident IQ support team upon request.

Additionally, you can also set up holiday exclusions for SLA calculations by adding them to the Incident IQ Calendar. When creating this type of event, you will need to ensure that you select the Break or Holiday event types from the drop-down menu.

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