How can I adjust SLAs for peak hours?

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!