Weekend & Holiday Rules

Configure how weekends and holidays affect SLA calculations.

Weekend Configuration

Per-Tier Settings

Each SLA tier can have different weekend rules:

Tier	Include Saturday	Include Sunday
Critical	Yes	Yes
High	Yes	No
Standard	No	No
Low	No	No

Why Differentiate?

• Critical issues: May need 24/7 attention
• Standard issues: Can wait for business days
• Balances: Urgency vs. team workload

Configuring Weekend Settings

1. Go to Settings > SLA Tiers
2. Edit each tier
3. Set Include Saturday: Yes/No
4. Set Include Sunday: Yes/No
5. Save changes

Example Scenarios

Scenario 1: 24/7 for Critical

• Critical: Both days included
• Others: Both excluded
• Result: Critical SLA counts weekends

Scenario 2: Saturday Coverage

• All tiers: Saturday included
• All tiers: Sunday excluded
• Result: 6-day work week for SLA

Scenario 3: Business Days Only

• All tiers: Both excluded
• Result: Traditional Mon-Fri SLA

Holiday Calendar

What Counts as a Holiday

Holidays are:

• Days with no working hours
• Excluded from all SLA calculations
• Applied to all tiers equally

Managing Holidays

1. Navigate to Settings > Holidays
2. View current year's calendar
3. Add, edit, or remove holidays

Adding Holidays

1. Click Add Holiday
2. Enter:
   • Date
   • Name (e.g., "New Year's Day")
   • Optional: Recurring (same date yearly)
3. Save

Common Holidays (Turkey)

Date	Holiday
January 1	New Year's Day
April 23	National Sovereignty Day
May 1	Labour Day
May 19	Youth Day
July 15	Democracy Day
August 30	Victory Day
October 29	Republic Day
Variable	Eid al-Fitr (3-4 days)
Variable	Eid al-Adha (4-5 days)

Importing Holidays

For convenience:

1. Click Import
2. Select country/region
3. Choose year
4. Review and confirm
5. Holidays added automatically

Religious Holidays

For holidays with varying dates:

• Add manually each year
• Or use import feature
• Plan ahead for next year

Impact on SLA Calculations

How Exclusions Work

SLA Time = Working Hours - Excluded Time

Excluded:
- Hours outside working hours
- Weekend days (if excluded for tier)
- Holiday days

Calculation Example

Request: Created Thursday 5 PM SLA: 8 hours resolution Friday: Holiday Weekend: Excluded

Period	Duration	SLA Time
Thu 5-6 PM	1 hour	1 hour
Thu night	15 hours	0
Friday (holiday)	24 hours	0
Saturday	24 hours	0
Sunday	24 hours	0
Mon 9 AM - 4 PM	7 hours	7 hours
Total	95 hours	8 hours

Due: Monday 4:00 PM

Special Considerations

Half Days

If your organization has half-day holidays:

• Option 1: Mark as full holiday
• Option 2: Adjust working hours for that day
• Consider impact on SLA accuracy

Bridge Days

Days between holiday and weekend:

• Not automatically holidays
• Add manually if office closed
• Communicate to team

Emergency Coverage

Even with holidays/weekends excluded:

• Agents can still work
• Actions are logged
• SLA just doesn't count those hours

Regional Differences

For multi-region organizations:

• Currently one holiday calendar
• Affects all requests equally
• Consider primary region for SLA

Best Practices

Holiday Management

1. Plan ahead: Add next year's holidays
2. Review annually: Update variable dates
3. Communicate: Notify users of closures
4. Document: Keep calendar current

Weekend Rules

1. Match reality: Set based on actual coverage
2. Be consistent: Same rules across similar tiers
3. Review impact: Check SLA reports
4. Balance fairness: Realistic expectations

Communication

1. Publish your support calendar
2. Set expectations for response times
3. Note holidays in auto-responses
4. Update status during closures

Troubleshooting

SLA Not Respecting Holiday

Check:

• Holiday date entered correctly
• Date format matches system
• Holiday is for current year
• No typos in date

Weekend Time Being Counted

Verify:

• Tier has correct weekend settings
• Request has correct priority
• Priority maps to expected tier
• Settings saved correctly

Unexpected SLA Due Date

Review:

• Working hours configuration
• Holiday calendar
• Weekend settings for tier
• Timezone configuration

Related Topics

• Working Hours - Business hours setup
• SLA Policies - Policy configuration
• SLA Management - User guide