SLAs broken? Escalations outside of business hours and after first response met

Technical assistance
1
  • Used Zammad version: 7.1.3-1787900513.d20f98a.ubuntu24
  • Used Zammad installation type: Source
  • Operating system: Ubuntu Server 24
  • Browser + version: Chrome Latest

Expected behavior:

SLAs to work as specified - SLAs and Escalations | Zammad Features

Actual behavior:

Escalations happening outside of define business hours.

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Tickets escalated due to missed first response, even though agent has replied to the ticket well before the deadline.

Steps to reproduce the behavior:

Just using the system.

2

We had an issue with reports caused by the Europe/London timezone not being recognised - Could this be related?