We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

You could configure Business Hours on your account, based on your active time period for each day of the week. This could be done from under Admin > Service Management  > Service desk settings > Business Hours > Edit and change under "Business Hours".



Once this is done, you could associate the SLA to work based on Business Hours.