Set business hours and SLAs
Stop Atlas from promising replies your team can’t make, alert the right people when an SLA is about to breach, and decide what happens when a ticket lands at 3 a.m.
Prefer to watch? This video shows it step by step.
Plan availability
Business hours and SLA configuration are Enterprise-tier features. They’re not part of Free, Basic, or Pro - see pricing for the full breakdown.
Set your hours
Open General > Business hours. Pick a time zone and set opening times for each weekday; days you turn off are closed. Add holidays one at a time, and turn on Every year for dates that repeat.
The schedule is evaluated at ticket-creation time, so timezone or holiday changes take effect on the next incoming ticket.
What happens outside hours
One switch decides what members get: Let members open tickets after hours.
- On (default) - the ticket opens normally, your after-hours message is posted in it, and the staff ping is skipped. Thread tickets still mention your staff roles.
- Off - no ticket is opened, and the member is told tickets are closed for now.
You write the After-hours message yourself, and Show the next opening time adds when you’re back, in each reader’s local time.
SLA timers
Open Staff > Response targets, switch it on and set targets for each priority:
- First reply within and Solved within - a target in minutes for low, medium, high and critical tickets.
- Pause outside business hours - on by default: timers pause outside your hours and on holidays. When off, they run 24/7.
- Late ticket warnings - the channel for these alerts, chosen under General > Where the bot posts. Your logs channel until you pick one.
Warnings and escalation
As a timer runs out, the bot warns your team, and a ticket that misses its target is escalated:
- Warning alert and Critical alert - how much of the time is used before an alert is posted. The defaults are 75% and 90%.
- Who gets pinged - your staff roles, whoever claimed the ticket, or both.
- Escalate automatically - on by default: tickets that miss their target are escalated.