Trackwell SLA Calculator
When is a ticket due in business hours? Working days, holidays, pauses and breaches.
How it works
Adds an SLA target (for example 4h or 2d of business time) to the moment a ticket was opened, skipping nights, weekends and holidays, and tells you the due time. With an “as of” or “stopped at” time it also shows elapsed business time, time left and whether the SLA was breached, minus paused periods such as “waiting for customer”.
- Business time runs only inside the working hours of working days that are not holidays. The local times you enter are converted with the fixed UTC offset; daylight saving changes are not applied.
- Due time = the moment when the target’s business minutes have passed since the ticket was opened. A target in days uses the length of one working day (e.g. 1d = 8h for 09:00–17:00).
- Elapsed time = business minutes from opening to the check time (or the stop time) minus the business minutes inside paused periods. Remaining = target − elapsed; negative means breached.
- With a stop time the clock is final: met when elapsed ≤ target. Without one, the state is running, paused (inside a pause) or breached.
- This is the same calculation Trackwell runs for incident and request SLAs (response and resolution) in its issue view and dashboard.
Check your contract for how it counts business hours, holidays and pauses; this tool follows the rules above.
Sources
Part of Trackwell
-
Trackwell Issue tracker
Issue tracking with workflows, sprints, SLAs and team roles, in your browser.
How to calculate an SLA due time in business hours
Work out when a support ticket's response or resolution target is due within working hours, with holidays and paused periods, and whether it was met or breached.
What it is for
Service desks promise things like “first response within 4 business hours” or “resolved within 2 business days”. Business hours make the due time hard to work out by hand: a ticket opened on Friday afternoon is due on Monday, holidays don't count, and time spent waiting for the customer should not count either.
This tool takes the moment a ticket was opened, the target and the working calendar, and returns the due time. With Check at it also shows how much business time has passed and how much is left; with Responded or resolved at it tells you whether the target was met. The Trackwell app runs the same calculation for every incident and request that has an SLA policy, so the timers in the app match this page.
It uses a fixed UTC offset. Daylight saving changes inside the period are not applied, so for a ticket that spans the switch, check the hour around it.
Worked example
The first example: an incident opened on Friday 2026-11-20 at 16:30, target 4h, working days Monday to Friday, 09:00 to 17:00. Checked on Monday at 10:00, the tool returns:
SLA running: 2h 30m of business time left, due 2026-11-23 12:30.
Friday counts 30 minutes (16:30–17:00), the weekend nothing, Monday from 09:00. By Monday 10:00, 1h 30m are used, and the remaining 2h 30m end at 12:30.
The second example is a request opened on Wednesday 2026-12-23 at 11:00 (UTC+01:00, working day 08:00–18:00) with a target of 2d. One day means one working day, so the target is 20 business hours. The 24th, 25th and 26th are holidays, and the ticket waited for the customer on Monday from 09:00 to 14:00. Wednesday counts 7 hours, Monday 5 hours (10 minus the 5-hour pause), so the last 8 hours run on Tuesday from 08:00: due 2026-12-29 16:00. It was resolved at 15:00, and the tool says:
SLA met: 1d 9h of 2d business time used.
The third example has a 30-minute response target for a ticket opened at 08:50, before the working day starts. The clock starts at 09:00, so the reply was due at 09:30; the reply came at 09:45:
SLA breached by 15m of business time (target 30m).
How to read the result
- Target — the target in business time; days are working days of the length you entered.
- Due (local) — the due moment in the times you entered. With an open pause there is no due moment yet.
- Elapsed business time / Time left / Over target — only shown with Check at or Responded or resolved at.
- State — running, paused, met or breached.
- Business hours per week — a quick check of the calendar you entered.
Tips and common mistakes
- Enter all times in the same local time as the working day and set the matching UTC offset.
- Holidays are dates, one per line (
2026-12-24). - Pauses that started before the ticket was opened are ignored; an open pause (no end) stops the clock until now.
- “1d” is one working day, not 24 hours. With 09:00–17:00,
1d 4his 12 business hours. - For a response SLA, stop the clock at the first reply to the customer; for a resolution SLA, at the moment the ticket was resolved.
FAQ
Does a holiday count when it falls on a weekend?
No. Non-working days never count, whether or not they are listed as holidays.
What if the ticket was opened outside working hours?
The clock starts at the next working minute, as in the third example.
Can I use a 24/7 calendar?
Yes: tick all seven days and set the working day from 00:00 to 23:59.
Guide last updated:
For scripts and AI agents
- JSON API:
POST https://trackwellslacalculator.usefulweb.app/api/v1/calculate(same calculation as this page) - Interface description: OpenAPI 3.1 · AI guide: llms.txt
- MCP server (Streamable HTTP):
https://trackwellslacalculator.usefulweb.app/mcp· tool nametrackwell_sla_calculator
Example request
curl -s -X POST https://trackwellslacalculator.usefulweb.app/api/v1/calculate \
-H 'content-type: application/json' \
-d '{"start":"2026-11-20T16:30","target":"4h","asOf":"2026-11-23T10:00"}'