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

**URL:** https://community.zammad.org/t/slas-broken-escalations-outside-of-business-hours-and-after-first-response-met/20967
**Category:** Technical assistance
**Created:** [September 2, 2026, 1:33pm UTC](https://community.zammad.org/t/slas-broken-escalations-outside-of-business-hours-and-after-first-response-met/20967 "2026-09-02T13:33:22Z")
**Posts on this page:** 6
**Page:** 1

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### Author: ![Shaun\_Dark\_Lord](https://community.zammad.org/user_avatar/community.zammad.org/shaun_dark_lord/32/11850_2.png) [@Shaun\_Dark\_Lord](https://community.zammad.org/u/Shaun_Dark_Lord)
#### Post date: [September 2, 2026, 1:33pm UTC](https://community.zammad.org/t/slas-broken-escalations-outside-of-business-hours-and-after-first-response-met/20967/1 "2026-09-02T13:33:22Z")

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- 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](https://zammad.com/en/product/features/sla)

### Actual behavior:

Escalations happening outside of define business hours.

 ![image](https://community.zammad.org/uploads/default/original/2X/2/2225d9966ea6d6563e8915d1c33529ceb13c1bca.png)

 ![image](https://community.zammad.org/uploads/default/original/2X/8/8007377bd0b218eab0ec80f2c7bedd6fd864d1fb.png)

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.

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<div class="post-metadata">

### Author: ![Shaun\_Dark\_Lord](https://community.zammad.org/user_avatar/community.zammad.org/shaun_dark_lord/32/11850_2.png) [@Shaun\_Dark\_Lord](https://community.zammad.org/u/Shaun_Dark_Lord)
#### Post date: [September 2, 2026, 1:40pm UTC](https://community.zammad.org/t/slas-broken-escalations-outside-of-business-hours-and-after-first-response-met/20967/2 "2026-09-02T13:40:04Z")

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

> <https://github.com/zammad/zammad/issues/6134>
>
> \### Used Zammad Version
> 
> 7.0.1-1778078533.d438e0a9.noble
> 
> \### Environment
> 
> \- Ins…tallation method: package
> \- Operating system ubuntu 24.04
> \- Database + version: postgresql 16.13
> \- Elasticsearch version: 8.19.14
> \- Browser + version: 147.0.7727.138
> 
> 
> \### Actual behaviour
> 
> Previous year reports showing no tickets for October.
> 
> \<img width="1720" height="487" alt="Image" src="https://github.com/user-attachments/assets/5922b7c6-0bc0-4749-81b7-e5828d7c2c83" /\>
> 
> \<img width="1713" height="483" alt="Image" src="https://github.com/user-attachments/assets/df5cd3b4-27bc-4a15-91f3-0c9f5a8e35bf" /\>
> 
> \### Expected behaviour
> 
> Monthly data for same period shows tickets;
> 
> \<img width="1710" height="535" alt="Image" src="https://github.com/user-attachments/assets/7422f969-987b-4d44-85f5-d623399ff159" /\>
> 
> \<img width="1714" height="536" alt="Image" src="https://github.com/user-attachments/assets/6ffddf4a-3227-44ce-9f61-4ca21f292732" /\>
> 
> \<img width="1706" height="534" alt="Image" src="https://github.com/user-attachments/assets/52bb393f-b1c9-40fe-9ca6-e85be33334b5" /\>
> 
> \### Steps to reproduce the behaviour
> 
> \- Set Zammad to Europe/London timezone
> \- Have some tickets opened or closed in October of any year
> \- Click on reports.
> \- Check yearly tab - no activity in October
> \- Check October monthly tab - activity is shown
> 
> \### Support Ticket
> 
> \_No response\_
> 
> \### I'm sure this is a bug and no feature request or a general question.
> 
> yes

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<div class="post-metadata">

### Author: ![DD4PK](https://community.zammad.org/letter_avatar_proxy/v4/letter/d/a9adbd/32.png) [@DD4PK](https://community.zammad.org/u/DD4PK)
#### Post date: [September 10, 2026, 2:42pm UTC](https://community.zammad.org/t/slas-broken-escalations-outside-of-business-hours-and-after-first-response-met/20967/3 "2026-09-10T14:42:08Z")

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I’m sorry i cannot be of more help but in my personal opinion the Zammad SLA’s aren’t trustworthy enough if you need a 100% correct behavior.

We tried it at first but quickly stopped when we noticed notifications in seemingly random intervals. Is this business critical for you? Maybe check in with the official paid support to get more information or an actual fix if it’s indeed a system issue.

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<div class="post-metadata">

### Author: ![Shaun\_Dark\_Lord](https://community.zammad.org/user_avatar/community.zammad.org/shaun_dark_lord/32/11850_2.png) [@Shaun\_Dark\_Lord](https://community.zammad.org/u/Shaun_Dark_Lord)
#### Post date: [September 10, 2026, 2:53pm UTC](https://community.zammad.org/t/slas-broken-escalations-outside-of-business-hours-and-after-first-response-met/20967/4 "2026-09-10T14:53:47Z")

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Thanks - We’re looking at paid support next week - Just needed to get the start of the school year out of the way.

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<div class="post-metadata">

### Author: ![Shaun\_Dark\_Lord](https://community.zammad.org/user_avatar/community.zammad.org/shaun_dark_lord/32/11850_2.png) [@Shaun\_Dark\_Lord](https://community.zammad.org/u/Shaun_Dark_Lord)
#### Post date: [September 11, 2026, 8:23am UTC](https://community.zammad.org/t/slas-broken-escalations-outside-of-business-hours-and-after-first-response-met/20967/5 "2026-09-11T08:23:13Z")

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Just met with Zammad sales about paid support. I mentioned SLAs as a bug we’d want escalated, and they argued that it’s not a bug, but is a misconfiguration.

I’d be interested to see what configuration steps I’ve missed…

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<div class="post-metadata">

### Author: ![DD4PK](https://community.zammad.org/letter_avatar_proxy/v4/letter/d/a9adbd/32.png) [@DD4PK](https://community.zammad.org/u/DD4PK)
#### Post date: [September 11, 2026, 8:28am UTC](https://community.zammad.org/t/slas-broken-escalations-outside-of-business-hours-and-after-first-response-met/20967/6 "2026-09-11T08:28:24Z")

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I’d be interested in the result! Could be useful for us too.