---
title: "Configure SLA Business Hours"
slug: "configure-sla-business-hours"
description: "Learn how to configure SLA business hours in your contact center."
updated: 2026-04-03T07:22:49Z
published: 2026-04-03T07:22:49Z
---

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

# Configure SLA Business Hours

| **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

Use [Business Hours](https://help.gladly.com/docs/create-business-hours/) to set the hours and days you’d like to set as your primary operating hours to assess SLA reporting based on your operating hours. Once set, configure **Primary Business Hours** to designate the primary operating hours for your contact center.

## Set Business Hours

![Business hours schedule showing open times for each day of the week.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/business-hours(1).png)

[Create Business Hours](https://help.gladly.com/docs/create-business-hours/) to set your operating hours. Once configured, proceed to configure S**LA Business Hours** to select the primary operating hours you created and will use to asses SLA based on your operating hours.

## Select Primary Business Hours

![SLA Business Hours settings for US West, showing operational hours from 10 AM to 6 PM.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/sla_business-hours-setting-1024x355.png)

Select the primary operating hours for your contact center.

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Settings**.
3. Under the **Insight** category, click **SLA Business Hours**.
4. From The SLA Business Hours page, click the **Primary Business Hours** drop-down list and select the primary operating hours you created on the [Business Hours](https://help.gladly.com/docs/create-business-hours/) page.
5. Click **Save**.

Once saved, [SLA reports](https://help.gladly.com/docs/reports-to-track-sla-business-hours/) will begin including SLA during business hours.

> [!WARNING]
> Business Hours SLA are not retroactively applied
> 
> When setting up your primary operating hours for the first time or updating your current operating hours, the changes will only apply to reports going forward. For instance, if you change your hours to end at 5 PM instead of 6 PM, reports before the date when the new hours were set will reflect the previous hours of operation ending at 6 PM.