Enter SLA Inputs
The form uses a responsive calculator grid: three columns on large screens, two on medium screens, and one on mobile.
Example Data Table
| Case | Start | SLA | Business Window | Holiday Rules | Calculated Deadline |
|---|---|---|---|---|---|
| Support Ticket A | 2026-03-23 09:15 | 6 hours | 09:00-17:00, Mon-Fri | None | 2026-03-23 15:15 |
| Support Ticket B | 2026-03-20 16:30 | 4 hours | 09:00-17:00, Mon-Fri | Holiday: 2026-03-23 | 2026-03-24 12:30 |
| Support Ticket C | 2026-12-24 15:00 | 10 hours | 08:00-18:00, Mon-Fri | Holiday: 2026-12-25 | 2026-12-28 15:00 |
Formula Used
1) Business-day capacity: Business Day Minutes = End Time − Start Time.
2) Base SLA minutes: Convert the target into minutes using the chosen unit.
3) Total allowed minutes: Total SLA Minutes = Base SLA Minutes + Pause Minutes.
4) Effective start: If the ticket begins outside service hours, move it to the next valid working slot.
5) Deadline logic: Walk through each valid working window and subtract available business minutes until the remaining allowance reaches zero.
6) Consumed progress: Progress % = Consumed Business Minutes ÷ Total SLA Minutes × 100.
7) Remaining time: Remaining Business Minutes = max(0, Total SLA Minutes − Consumed Business Minutes).
8) Status rule: Breached if check time exceeds deadline. At Risk if progress reaches the risk threshold before the deadline.
How to Use This Calculator
- Enter the ticket start date and the time you want to evaluate.
- Select the timezone used for the SLA schedule.
- Enter the SLA target and choose minutes, hours, or business days.
- Set the business opening and closing times.
- Choose working days and add any holiday dates.
- Add pause allowance if the SLA can stop during approved holds.
- Set a risk threshold to flag tickets approaching breach.
- Submit the form to view the deadline, progress, remaining time, summary table, and graph.
- Use the CSV or PDF buttons to export the calculated results.
Frequently Asked Questions
1. What does this calculator measure?
It calculates SLA deadlines using only valid business hours. It skips excluded days, applies your schedule rules, and shows progress, remaining time, and breach risk.
2. What happens if a ticket starts after business hours?
The calculator shifts the effective SLA start to the next valid service window. This prevents non-working hours from incorrectly consuming the SLA allowance.
3. Can I use business days instead of hours?
Yes. Selecting business days multiplies the target by your defined daily operating minutes. The result reflects your exact working window, not a fixed twenty-four-hour day.
4. How are holidays handled?
Any holiday date you enter is treated as a non-working day. The calculator will not consume SLA time on that date, even if it falls on a selected workday.
5. What is pause allowance?
Pause allowance adds extra business time to the SLA. It is useful for approved waiting periods, customer holds, vendor dependencies, or other valid suspension scenarios.
6. What does the At Risk status mean?
At Risk appears when consumed SLA progress reaches your selected threshold before the deadline. It helps teams identify tickets needing action before an actual breach occurs.
7. Why does the graph show flat sections?
Flat lines represent non-working periods. During evenings, weekends, or holidays, calendar time moves forward while business-hour consumption remains unchanged.
8. Can I export results for reports?
Yes. The page includes CSV and PDF export buttons after calculation. They capture the summary metrics so you can document deadlines, audit cases, or share findings.