Jira Administrators setting up SLA tracking for teams that don’t work 24/7 - which is most teams. You need the SLA clock to count only during working hours and pause on holidays.
Your SLA says “resolve within 8 business hours.” A ticket comes in at 4 PM on Friday. Without a proper calendar, the SLA clock keeps ticking through the weekend and the team comes back Monday to a breached SLA - even though nobody was supposed to be working. Multiply this by national holidays, regional differences, and shift patterns, and calendar management becomes a major headache.
Three features save hours of admin work: a one-click “Apply to all working days” toggle, ISO 3166-2 national holiday import (one click per country), and multi-day holiday entries - all in one place.
Enter a descriptive Calendar name that identifies the team and region.
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* PL Business Hours - Warsaw
* DE Support - Berlin 8-16
* US East Coast - 9-18 ET
Select the correct Timezone from the dropdown (e.g. Europe/Warsaw, America/New_York).
The timezone determines when the working day starts and ends for SLA calculations. If your team spans multiple timezones, create a separate calendar for each region.
In the Working hours section, enable the working days by toggling each day on (e.g. Monday through Friday).
Set the working window for the first day (e.g. 08:00 - 17:00), or use the toggle to specify working hours for each day separately.
To add a break during the day (e.g. a lunch break from 12:00–13:00 that isn’t calculated by an SLA), click the + button next to the day to add a second time slot:
“Import national holidays” overwrites any holidays previously added manually or from another calendar. If you need to combine holidays from multiple sources, import national holidays first, then add any additional dates using + Add.
You can remove some holidays if you need SLA to run at those dates.
If your team has non-working days not covered by the national holiday database (e.g. company shutdown days, bridge days):
You can create a multi-day holiday as a single entry by selecting a date range (e.g. 24–26 December).
To reuse the holiday configuration from an existing calendar (e.g. two teams in the same country with the same holidays but different working hours):
This is a one-time copy. Changes made to the source calendar later will not be automatically reflected here.
Imported national holidays will be repeated next year.
The calendar is created and ready to be assigned to SLA goals.
You can assign the same calendar to multiple SLAs and multiple goals. You cannot delete a calendar that is currently assigned to an active SLA.
If your organization operates across multiple countries or regions, repeat Steps 1–8 for each region:
| Calendar Name | Timezone | Working Hours | Holiday Import |
|---|---|---|---|
| PL Business Hours | Europe/Warsaw | Mon–Fri, 08:00–17:00 | Poland |
| DE Business Hours | Europe/Berlin | Mon–Fri, 08:00–16:00 | Germany |
| US East Business Hours | America/New_York | Mon–Fri, 09:00–18:00 | United States |
| 24/7 On-Call | UTC | All days, 00:00–24:00 | None |
| Task | Manual (other tools) | SLA Time Management |
|---|---|---|
| Set working hours for Mon–Fri | Configure each day separately (5 steps) | Set once, click “Apply to all working days” (1 step) |
| Add national holidays for Poland | Add each holiday manually, one by one | Click “Import national holidays” → select Poland (2 steps) |
| Add a 3-day Christmas shutdown | Add 3 separate entries | Create one entry with a date range (1 step) |
| Set up 12 regional calendars | Hours to days of manual work | Under 1 hour using import features |
| Keep holidays current next year | Reimport or manually add next year’s holidays | Enable “Repeat annually” (1 toggle) |
