Hey @User281 

Larissa here from Intercom Support.

I’m afraid it’s not possible to adjust SLA for peak hours or lunch breaks. You can, however, pause your SLAs whenever needed.

We do offer a SLA time adjustment, but it’s only for when the ticket state is “waiting on costumer” or the conversation is snoozed, as you can see on the screenshot below 

If you want to know more about how set SLAs for conversations and tickets, I’d recommend that you have a look at this article.

I hope this helps!