The first step in getting your SLA policies set up is to set up your business work hours for the week. You can do this under SERVICE LEVEL AGREEMENTS->SETTINGS->WORKDAYS.
In that tab where are seven sections – one for each day of the week. Use each section to specify whether tickets can be accepted on that day and the start and ending times for your business hours.
You can also specify a TICKET CUTOFF TIME.
The ticket cutoff time is the latest time that a ticket can be submitted while still having the days’ hours count as part of the SLA policy. For example, if you specify a ticket cutoff time of 4:30 pm then any ticket received after 4:30 pm will be treated as if it arrived at the beginning of the next day.