Configure SLA Service window

  • Updated on Jan 5, 2026
  • Published on Dec 23, 2025
  • 2 minute(s) read
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The SLA Service Window defines the Service timings. Based on the defined SLA Service Window, the Response and Resolution SLAs are calculated for Incidents. You can configure and modify SLA Service Windows for a Tenant.

To configure SLA Service Window, perform the following:

  1. Navigate to Incident >Configuration > SLA Configurations > SLA Service window.

  2. Select Department.

  3. Enter the appropriate values in the required fields.
    For more information, refer to Field Description.

    Figure: Configure SLA Service Window

    Note

    For the GLOBAL TENANT, on details page, Holiday Calendar Location is not editable.

    Figure: Figure: Global Tenant - Holiday Calendar

  4. Admin will be able to edit all the other fields, click SUBMIT to save the configuration.

Field Description

The following table describes the fields on the SLA SERVICE WINDOW page:

Field

Description

DETAILS

SLA Name*

Type in the name for the SLA Service Window.

Holiday Calendar Location

Select the holiday calendar location for the SLA Service Window. Select the Use Analyst’s work location check box to specify that the SLA Service Window will follow the holidays as per the assigned Service Desk Analyst’s holidays.

Time Zone

Select a time zone for the SLA Service Window.

Considered for Problem Management

If selected, the SLA Service Window is displayed on the DEADLINE CONFIGURATION page of the Problem Management module. 

Default

Select this check box to specify this SLA Service Window as the default SLA Service Window, which means that this SLA Service Window will be available as a default selection on the other pages of the application.

Active

Indicates the status of the SLA Service Window.

  • If selected, the SLA Service Window becomes an available option on the other pages of the application.

  • If not selected, the SLA Service Window becomes an inactive value. The inactive SLA Service Windows are not displayed in the SLA Service Windows list on the other pages of the application.

Service Window

24/7: Select this check box to indicate that the SLA is 24-hour service throughout the week.  If you select this option, the option to specify other SLA Service Windows are not displayed. If you do not select this option, you can specify the weekday, from time, and to time, and select the respective check boxes. Based on the selections, the new SLA Service Window is configured.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the SLA SERVICE WINDOW page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the SLA Service Windows configured in the Apex application for the selected department.

  • To edit a SLA Service Window, click the SLA Name of the SLA Service Window. Make appropriate changes and click SUBMIT.

  • To display the inactive SLA Service Windows, click the Include Inactive check box.

Note

When the SLA Service Window configurations are displayed under the LIST table then, ADD NEW and IMPORT actions are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new SLA Service Window.

  • Click IMPORT to update or create multiple SLA Service Window Configurations, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the SLA Service Window page.