If you have your Business Hours set, the SLA timer will only count down during your set hours
This ensures your response performance metrics are not affected when your support team is out of the office

Follow the steps below to add your business hours to your eDesk account

01 Getting Started

Go to Settings → Company Settings → Company → Business Hours.

Click add weekly time restriction and input your opening hours by day.
The image below shows that our business is open Monday to Friday from 8am until 4.30pm.

When you have finished inputting the information, click Save changes.
The information can easily be altered at any time, for example during holiday periods.
 
Once you have enabled Company SLA, all future tickets will be based on the business hours.