---
title: "Workgroup SLA Window"
slug: "workgroup-sla-window-1"
updated: 2026-01-05T08:16:11Z
published: 2026-01-05T08:16:11Z
canonical: "help.symphonysummitai.com/workgroup-sla-window-1"
---

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

# Workgroup SLA Window

The Workgroup SLA Window defines the business hours of a Workgroup. Based on the SLA values, the Resolution and Response deadline values are calculated for an Analyst to respond and resolve the Incidents. You can configure the SLA Window for Incidents of a Workgroup for a Tenant.

To configure Workgroup SLA Window, perform the following steps:

1. Navigate to **Incident** > **Configuration** > **SLA Configurations** > **Workgroup SLA Window**.
2. Select **Tenant**.
3. Enter the new Workgroup SLA Window details. For information about the fields on the **WORKGROUP SLA WINDOW** page, see [Field Description](/apex/docs/workgroup-sla-window-1#field-description).
4. Click **SUBMIT** to configure a new Workgroup SLA Window.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Workgroup_SLA_Window_Details.png) Figure: WORKGROUP SLA WINDOW page

#### Field Description

The following table describes the fields on the **WORKGROUP SLA** **WINDOW** page:

| **Field** | **Description** |
| --- | --- |
| **DETAILS** |
| Workgroup | Select a Workgroup from the list. |
| Priority | Select a Priority from the list. |
| Available SLA Windows | Lists the available SLA Windows. Examples: - 24/7 Support: Indicates that the support is available for “24 hours a day, 7 days a week”, usually referring to a service available at all times without any interruption. - 24/5 Support: Indicates that the support is available for “24 hours a day, 5 days a week”. - 12/5 Support: Indicates that the support is available for “12 hours a day, 5 days a week”. - Select one or more SLA options that you want to configure for the Workgroup and click the ![](data:image/png;base64,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) icon to move to the **Restricted SLA Windows** list. For more information about configuring different SLA Windows, see [Configure SLA Service Window](/apex/docs/configure-sla-service-window-1) |
| Restrict SLA Windows | Lists the restricted SLA Windows for a Workgroup. To remove any SLA windows from the **Restricted SLA Windows** list, click the ![](data:image/png;base64,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) icon. |

### **ACTIONS**

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

#### **IMPORT**

Click **IMPORT** to update or create multiple Workgroup SLA 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 **WORKGROUP SLA WINDOW** page.