01. Place the receipt
Interpret the timestamp in the SLA time zone
The received date is treated as local wall time in the selected IANA zone. The browser time zone does not override the policy.
Free browser tool
SLA deadline calculator
A ticket arrives late on Friday. The SLA clock follows London business hours, Monday is a holiday, and an approved customer wait pauses the timer. Adding the target to the received timestamp produces the wrong deadline.
Calculate first-response and resolution deadlines against the hours that actually count. The result shows when the clock starts, which windows contribute time, and what was skipped.
No sign-inRuns locallyBusiness hours and holidaysDaylight-saving aware
The target is only half the deadline
A four-hour target does not mean four elapsed hours when the clock pauses after 5 pm, skips a holiday, or excludes an approved wait.
- 1Set the receipt time in the policy time zone.
- 2Define which windows count as service time.
- 3Review both deadlines and the windows used to reach them.
Calculated deadlines
SLA clock result
First response due
Resolution due
How the clock moved
- Received
- Clock starts
- First response
- Resolution
Resolution clock windows
These are the service windows that contributed time to the resolution deadline.
This result is a planning check, not a legal interpretation of an SLA. Confirm pause rules, holiday calendars, response definitions, and escalation terms against the governing policy.
Calculation model
The deadline follows the policy clock, not the wall clock
The calculator uses one deterministic sequence. It does not infer a policy from the priority label.
02. Count eligible minutes
Walk each available service window
Closed hours, unselected weekdays, and listed holidays add calendar time without consuming the target.
03. Explain the result
Keep target, pause, and closure time separate
The output shows the counted target, approved pause, closed time, clock start, and the service windows used for resolution.
Honest boundary
A date calculator cannot decide what your SLA means
The output is only as accurate as the policy entered. This tool does not decide whether a response qualifies, whether a pause was permitted, which holiday calendar governs a customer, or whether an existing deadline may be changed.
Those decisions belong in the operating policy and the ticket record. The calculator makes the time arithmetic visible so an operator can compare the system deadline with the stated rules.
Use the deadline in context
The clock needs a policy, a queue, and an operating record
A correct timestamp does not repair an SLA that applies one commitment to every class of work or a dashboard that cannot explain why a clock paused.
Set SLA working hours correctly
See why time zone, weekly schedule, and fixed historical deadlines belong in the policy.
Apply different targets to different work
Keep distinct response and resolution commitments inside one triage queue.
Read SLA results beside queue health
Connect deadline status with ageing, backlog, classification, and the work still blocked.
See the operations workflow
Follow work from intake and triage through ownership, plugin execution, and the audit trail.
SLA calculator Q&A
Questions that change the deadline
Business hours are arithmetic. Policy definitions decide whether that arithmetic belongs on the ticket.
Does the SLA deadline calculator send my dates or targets anywhere?
No. The calculation runs locally in the browser. Ticket dates, schedules, holidays, priority targets, and pause durations are not submitted to Latch.
How are business hours and holidays applied?
The calculator counts time only inside the selected daily window on the selected business days. Dates listed as holidays contribute no service time. The clock resumes at the next available business window.
Does the calculator account for daylight-saving time?
Yes. It uses the selected IANA time zone and the time-zone data available in the browser. A local time that does not exist because the clocks move forward is rejected instead of silently shifted.
How does the approved pause change the deadline?
The entered pause duration is excluded from both SLA clocks. It extends each deadline by that many counted service minutes. The calculator does not model separate pause and resume events.
Can this result replace the deadline in a contract or ticket system?
No. It is a planning and verification tool. Confirm the governing policy definitions, holiday calendar, pause eligibility, escalation rules, and any existing ticket deadline before relying on the result.
See the queue
Follow an SLA signal back to the work
See how Latch keeps triage, operator decisions, plugin actions, approvals, execution results, and the audit trail on one ticket.