# Trackwell SLA Calculator

> When is a ticket due in business hours? Working days, holidays, pauses and breaches. 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”.

Part of usefulweb.app (https://usefulweb.app/). Part of [Trackwell](https://trackwell.usefulweb.app/) (ownerApp: trackwell). Results are deterministic calculations from the inputs and the listed assumptions; the API returns exactly what the web page shows.

## Use it
- Human interface: https://trackwellslacalculator.usefulweb.app/ (interactive tool at https://trackwellslacalculator.usefulweb.app/tool)
- JSON API: POST https://trackwellslacalculator.usefulweb.app/api/v1/calculate with a JSON object of inputs (schema: https://trackwellslacalculator.usefulweb.app/api/v1/tool)
- OpenAPI: https://trackwellslacalculator.usefulweb.app/openapi.json
- MCP (Streamable HTTP): https://trackwellslacalculator.usefulweb.app/mcp - tool `trackwell_sla_calculator`

## Inputs
- start (datetime, required): Ticket opened at (local time)
- target (text): SLA target (business time) - For example 30m, 4h, 1d 4h or 2d. One day = the length of one working day.
- days (multiselect): Working days
- dayStart (time): Working day starts
- dayEnd (time): Working day ends
- utcOffset (text): UTC offset of these times - For example +01:00 for CET in winter. Fixed offset: daylight saving changes are not applied.
- holidays (list): Holidays (one date per line)
- asOf (datetime): Check at (local time, optional) - Shows elapsed and remaining business time at this moment.
- stop (datetime): Responded or resolved at (optional) - Stops the clock: the SLA was met or breached.
- pauses (table): Paused periods (waiting for customer) - Local times as YYYY-MM-DDTHH:MM.

## Method
- 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.

## Limits
- Check your contract for how it counts business hours, holidays and pauses; this tool follows the rules above.