GCC SLA Business Hours Calendar
Measure SLAs the way ServiceNow and Jira do: only inside working hours, with GCC weekends, Ramadan hours and public holidays taken out.
- GCC presets
- Ramadan hours
- Saved in your browser
Business-hours SLAs count only working time: GCC weekends and the public holidays you enter, including Eid, don't count, and Ramadan days count at their shorter hours. The UAE private-sector (Monday–Friday) and Saudi (Sunday–Thursday) presets both give 45 working hours a week at 08:00–17:00. An 8-hour P3 logged Sunday 09:00 on the Saudi preset is due Sunday 17:00, or Monday 11:00 on Ramadan hours of 09:00–15:00.
Country preset
Sets the working week and default hours. Everything below stays editable.
Working hours
Split shifts are fine: add a second range to a day.
Ramadan hours
Working hours are shortened during Ramadan. Enter this year's dates once the moon sighting is announced.
Which clock each priority uses
P1s usually run around the clock; lower priorities in working hours.
Public holidays
SLA clocks pause for the whole day. Islamic holiday dates depend on the moon sighting, so check the official announcement each year.
"Fill in 2027 dates" adds the holidays and Ramadan dates for the country you choose. Dates marked (expected), like Islamic ones (Umm al-Qura or local practice), can still move: check each official announcement. Dates last checked 10 October 2026.
| Date | Days | Holiday | Repeats | Remove |
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Where this calendar is used
- Service desk dashboard: choose "My saved calendar" to measure SLA compliance, resolution times and breach warnings in business hours.
- SLA clock: replay any ticket hour by hour to see exactly when and why it breached.
- Your ITSM tool: use the same hours and holidays as the schedule in ServiceNow, Jira or Freshservice, or the numbers here won't match your SLA reports.
Method & ownership
SLA time is counted only inside the working hours you set, skipping non-working days and public holidays, with Ramadan hours on the dates you enter. Each priority can instead run on a 24 × 7 clock. Presets are a starting point: check them against your organisation's policy and your ITSM tool's schedule.
The formulas used here are standard, published methods. The implementation, interface, wording, findings logic and benchmark figures are original work by ITSM Compass. Results are estimates, not professional advice. See the terms of use.
© 2026 ITSM Compass. All rights reserved.
Questions
Why measure SLAs in business hours?
Most support is staffed during working hours, so a P3 logged late on a Thursday can't fairly breach over the weekend. ServiceNow schedules and Jira Service Management calendars work the same way: the SLA clock only runs inside working time, and public holidays are excluded.
Which priorities should run 24 × 7?
Critical (P1) incidents usually run around the clock, because the business is losing service right now. Lower priorities normally follow business hours. Set this to match what your SLA document and your on-call rota actually promise.
How are Ramadan hours handled?
Enter this year's Ramadan dates and the shortened working hours. On those dates, every working day uses the Ramadan hours instead of the usual ones. Weekends and public holidays still don't count.
Why are the Eid dates only expected?
Islamic holidays follow the moon sighting, so the official dates are only confirmed shortly before. "Fill in 2027 dates" adds the expected dates for the country you choose beside it (your country preset, unless you pick another), and marks "(expected)" any other date a government can still move, such as Oman's National Day. When each one is announced, correct the date if it moved and take "(expected)" out of the name. Fixed-date holidays, such as New Year's Day, can repeat every year.
Where is my calendar saved?
In this browser only, using local storage. Nothing is sent to ITSM Compass. Use Export to keep a copy or share it with your team, and Import to load it on another computer.
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