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Support hours are the working schedule for the workspace. Open Settings → Support hours. Turn Use support hours on when SLA time should count only inside that schedule. While it is off, SLA time is elapsed time, including nights and weekends. Set the weekly intervals for each day, and add holidays for a year. Trigger delays that use business days or the support-hours clock follow this schedule. If the plan does not include editing support hours, the current schedule stays visible and changes are unavailable until you upgrade.