# SLA Calculation

**URL:** <https://community.zammad.org/t/sla-calculation/599>\
**Category:** Technical assistance\
**Created:** [April 26, 2018, 7:06am UTC](https://community.zammad.org/t/sla-calculation/599 "2018-04-26T07:06:20Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![bambang](https://community.zammad.org/user_avatar/community.zammad.org/bambang/32/3671_2.png) [@bambang](https://community.zammad.org/u/bambang)\
**Post date:** [April 26, 2018, 7:06am UTC](https://community.zammad.org/t/sla-calculation/599/1 "2018-04-26T07:06:20Z")

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### Infos:

**Important:**  
**If you are a Zammad Support or hosted customer and experience a technical issue, please refer to: [support@zammad.com](mailto:support@zammad.com) using your zammad-hostname / or company contract.**

- Used Zammad version: 2.4.x
- Used Zammad installation source: package
- Operating system: Ubuntu 16.04
- Browser + version: Chrome + 66.0.3359.117 (Official Build) (64-bit)

### Expected behavior:

- Ticket escalated after 2 hours from ticket creating

### Actual behavior:

- Ticket will escalated in 11 days

### Steps to reproduce the behavior:

- create SLA condition for 2 hours on first response
- Create ticket
- Ticket show 11 days escalation

 ![2018-04-26%2014_03_38-Zammad%20Helpdesk%20-%20%2396134%20-%20Test%20Ticket%20002](https://community.zammad.org/uploads/default/original/1X/02729b9daff15589ae5b17a1ba370fe43e5deefc.png)

 ![2018-04-26%2013_59_00-Photos](https://community.zammad.org/uploads/default/original/1X/b310e0036b5ee38a23b2573defd13f6ba9089244.png)

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**Author:** ![dvnkln](https://community.zammad.org/user_avatar/community.zammad.org/dvnkln/32/2736_2.png) [@dvnkln](https://community.zammad.org/u/dvnkln)\
**Post date:** [April 27, 2018, 7:02am UTC](https://community.zammad.org/t/sla-calculation/599/2 "2018-04-27T07:02:42Z")

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Hey @bambang,

did you check your business hours inside your calendar?

cheers

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**Author:** ![bambang](https://community.zammad.org/user_avatar/community.zammad.org/bambang/32/3671_2.png) [@bambang](https://community.zammad.org/u/bambang)\
**Post date:** [April 27, 2018, 7:54am UTC](https://community.zammad.org/t/sla-calculation/599/3 "2018-04-27T07:54:51Z")

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Hi,

we set Business hour 09:00 to 17:00, and ticket created at 14:03

 ![2018-04-27%2014_52_36-Zammad%20Helpdesk%20-%20Calendars](https://community.zammad.org/uploads/default/original/1X/74078554028f37046220866ffcfa245ebbb9251d.png)

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**Author:** ![system](https://community.zammad.org/uploads/default/original/1X/5c5afaea2d23f811dbec33cd4edb02fa29d3262f.png) [@system](https://community.zammad.org/u/system)\
**Post date:** [June 26, 2018, 7:57am UTC](https://community.zammad.org/t/sla-calculation/599/4 "2018-06-26T07:57:18Z")

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