Free tool
SLA deadline calculator
When is that ticket actually due? Enter when it arrived, the target, and your business hours. The calculator skips evenings, closed days and UK bank holidays, the same way a business-hours SLA clock does.
Stop working SLAs out by hand
SLA Desk sets a first-response and a resolution deadline on every ticket from its priority, runs the clock against your business-hours calendar and holidays, pauses it while you wait on the customer, and escalates before the deadline passes. £5 per agent per month, every feature included.
Questions
What is an SLA deadline?
It is the moment a response or resolution becomes late under your service level agreement. A target such as "respond within 4 business hours" is measured in working time, so the deadline depends on when the ticket arrived and on your opening hours.
Do SLA clocks stop at weekends and bank holidays?
They do if the SLA is measured in business hours. Time outside your working days and hours, and on holidays, does not count towards the target. A 24/7 SLA counts every minute.
Which bank holidays does the calculator skip?
With the UK option ticked it skips the England and Wales bank holidays for 2026 and 2027, including substitute days. Add any other closures, such as Scottish holidays or a Christmas shutdown, as extra dates.
Can a helpdesk work this out automatically?
Yes. SLA Desk runs this calculation on every ticket, per priority, pauses the clock while you wait on the customer, and escalates before a target is missed.