> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stackshift.cloud/llms.txt
> Use this file to discover all available pages before exploring further.

# Set business hours and response targets

> Define when your team works and how quickly customers should receive help.

<Note>
  This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
</Note>

## What you can do

Define when your team works and how quickly customers should receive help. Where to find it: Settings → Automation → SLA policies and operations

## Before you start

* Configuration permission.
* Agreed opening hours, timezone and response targets.

## Steps

<Steps>
  <Step>
    Create or review the business-hours calendar, including timezone, working days and exceptions.
  </Step>

  <Step>
    Create an SLA policy and choose its inbox or other matching conditions. An SLA is a response or resolution target for your team.
  </Step>

  <Step>
    Set the targets and select the calendar that should count time toward them. Review the policy before activating it.
  </Step>

  <Step>
    Open a matching conversation and check the due time. Include an out-of-hours example to confirm the calendar matches your expectations.
  </Step>

  <Step>
    Use SLA operations and reports to find approaching or missed targets and assign follow-up work.
  </Step>
</Steps>

## Example

If your team works weekdays, a business-hours target should reflect that calendar rather than implying somebody is on duty all weekend.

## Things to know

* A target does not send a reply by itself. Use routing and workflows to decide who acts.
* Check the timezone before publishing hours, especially for distributed teams.

## What happens next

<Check>
  Matching work has visible targets calculated using the chosen policy and calendar.
</Check>

## If something goes wrong

<Warning>
  * Unexpected deadline: check the matched policy, calendar, timezone and conversation history.
  * No deadline: confirm the conversation matches an active policy.
</Warning>

## Related guides

<CardGroup cols={2}>
  <Card title="Build an automated workflow" href="/stackshift-support/workflows">
    Perform repeatable steps when a conversation, message, ticket or timer event occurs.
  </Card>

  <Card title="Understand conversation volume and team performance" href="/stackshift-support/reports-and-analytics">
    Find the measures that answer a specific question about your support operation.
  </Card>
</CardGroup>


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