SLA calculator
Enter when a ticket starts, your response and resolution targets, and your business hours, and this calculator shows the due time for each. It runs in your browser, so nothing you type is sent anywhere.
Calculate due times
How it works
- In business-hours mode, the clock counts only time inside your daily window on your working days. Nights, non-working days and listed holidays add nothing.
- If a ticket starts outside business hours, the clock starts at the next opening time.
- If a target ends exactly at closing time, it is due at closing time, not at the next opening.
- In calendar-hours mode, the due time is the start plus the target, with no breaks.
- The response and resolution targets are both counted from the same start time, each on its own.
Example: a ticket starts on Friday at 4:30 PM with business hours of 9:00 AM to 5:00 PM, Monday to Friday. A 2-hour target uses 30 minutes on Friday and the remaining 90 minutes on Monday, so it is due Monday at 10:30 AM.
Assumptions to know about
- Time zone: every time is a wall-clock time at the one UTC offset you enter. Daylight saving changes are not applied, so a due time that crosses a clock change can be off by an hour. The UTC equivalent shown uses the same fixed offset.
- The daily window is one start and end time that is the same on every working day, and it cannot run past midnight.
- The calculator does not pause the clock. In real use, a policy may pause while a ticket waits on the customer.
- Check the result against your contract or service level agreement. It is an estimate for planning, not a legal record.
How SLAs work in ActiveQ
ActiveQ tracks response and resolution targets by priority, team or client organization and shows a live countdown on every ticket that has a policy. A policy can count business hours only, and the clock pauses while a ticket waits on the customer. The calculator above is a general planning aid and does not read your workspace, so your policy settings in ActiveQ are what decide real due times.
See how ActiveQ applies business-hours targets in SLA management, read the IT SLA guide, see ActiveQ pricing, try the help desk cost calculator, or read about ActiveQ.
How the calculator works
Nothing you enter is stored, sent or logged, and the calculator does not connect to an ActiveQ workspace. It does not pause the clock or apply daylight saving, so treat the result as a planning estimate and not a record.