Hi,
Good question! No, the SLA clock does not automatically stop at midnight. SLAs run continuously based on the schedule defined in the SLA definition.
If the SLA is tied to a schedule (like 8 AM – 5 PM, Monday to Friday), then the clock only counts time during those scheduled hours — but it doesn't stop just because it's midnight. It pauses outside of the defined schedule and resumes when the schedule is active again.
So, the behavior depends entirely on the business schedule configured for that SLA.
Let me know if you want to look at the specific SLA’s schedule together.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Best regards,
Tairone Alb.
