I’v reported to my CS something strange that are happening by addind SLA’s.
I don’t know if i’v not understanded how to set, or if its a bug or if there are another configuration on intercom that are impacting on my SLA’s.
I need some help to set SLA’s, someone can help me on this thread?
Basically i’vd set a resolution SLA by 10 days, considering a office hours to 8am to 8pm and the resultig when i set this sla to a ticket is crazyest 30 days. This is one of example, theres anothers kinds of things that i dont understand.
Fin’s haven’t helped me, i’vd make the same thing he told me but the result is different that what i need.
Best answer by Cédric V
Hi @Matheus Lutz ,
It’s not a bug, it’s how SLAs are calculated with office hours.
When you set “10 days”, Intercom actually stores that as 240 hours (10 × 24).
Then it applies your office hours (8am-8pm = 12h/day). 240h / 12h = 20 business days, and if you add weekends/closed days, the due date can easily land around 30 calendar days which is what you’re seeing.
So in your case if you want a “real” 10 business‑day SLA, set it to 120 hours instead of 10 days, and double‑check your office hours configuration in Intercom so they match your schedule.
It’s not a bug, it’s how SLAs are calculated with office hours.
When you set “10 days”, Intercom actually stores that as 240 hours (10 × 24).
Then it applies your office hours (8am-8pm = 12h/day). 240h / 12h = 20 business days, and if you add weekends/closed days, the due date can easily land around 30 calendar days which is what you’re seeing.
So in your case if you want a “real” 10 business‑day SLA, set it to 120 hours instead of 10 days, and double‑check your office hours configuration in Intercom so they match your schedule.
