Configure schedules and service-level targets
Tenant administrator or the delegated permissions for the particular Setup action. Some capabilities also require module activation and the applicable operating view.
Schedules are reusable weekly time patterns. Offering and Organization targets define expected response/resolution durations by priority. Runtime SLA records measure actual cases; changing configuration is not a correction to all historical measurements.
Before you start
Agree days, hours, timezone, priorities and scope with the responsible owners. The documented timezone default is Europe/Brussels. Support hours, availability commitments and maintenance windows have different purposes even if they share a schedule.
Steps
- Open Settings → Schedules and create or inspect a clearly named recurring pattern with days of week, start/end times and timezone.
- Verify day boundaries, including an overnight interval if relevant.
- Attach the schedule to the appropriate Offering or policy and configure priority-based response/resolution targets in the relevant Offering context.
- Maintain Organization targets separately where organization-level timing is required.
- Create representative incidents just inside and outside support hours and check priority selection, assignment and measured timing.
- Test pause/resume behaviour and an organizational team handover. Compare new measurements with existing ones after a controlled configuration change.
Measurement context
The Incident SLA copies target, schedule and time-basis context when measurement begins. Later edits are not automatic retroactive repairs. Organization SLA uses separate ownership-based timing and pauses outside the relevant teams.
Calendar boundaries
The documented Schedule is a recurring weekly pattern, not a universal holiday calendar or one-off Change reservation. Business-time calculations do not establish automatic holiday handling. Coordinate special dates and exceptions through the applicable policy process and validate actual results.
Expected result
Owners can explain which time is counted, which priority target applies and why a particular measurement behaves as it does.
Important behaviour
Saving a schedule does not validate routing or prove an SLA calculation is correct. Support targets are not availability percentages, and a maintenance window is not evidence of downtime.