# Support Hours

## Setup

From the [Support Hours page](https://app.usepylon.com/settings/support-hours), build schedules for support hours. Support hours has support for:

* Multiple schedules, each in different timezones
* Default and custom holidays
* Schedules assignable to individual customers or sets of customers

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FUFyI1lB3Ahm9uQa4U9QM%2FCleanShot%202025-05-21%20at%2017.54.43%402x.png?alt=media&#x26;token=c0c0ac80-647a-4aed-b519-26198e24f495" alt=""><figcaption></figcaption></figure>

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2F9XycZBLwCSQdugqATKf4%2FCleanShot%202025-05-21%20at%2017.56.54%402x.png?alt=media&#x26;token=70fdda0e-8c0d-4a72-bbf4-f687d6c808d9" alt=""><figcaption><p>Assign support hours to specific accounts or sets of accounts</p></figcaption></figure>

## Usage

### SLAs

Support hours affect how [slas](https://docs.usepylon.com/pylon-docs/support-workflows/slas "mention") are calculated - SLA timers only increment during business hours.&#x20;

### Triggers

Within [triggers](https://docs.usepylon.com/pylon-docs/platform/triggers "mention"), a Support Hours filter is available. This can be used to setup workflows like auto-responders when customers submit requests outside of your working hours.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FzLvwWQVXpTykkjaxW7Ke%2FCleanShot%202024-10-06%20at%2019.33.30.png?alt=media&#x26;token=7d5a27c2-9820-4a2c-af5c-f91767403229" alt=""><figcaption></figcaption></figure>

### Analytics

Many analytics, like time to first response or time to resolution, can be viewed including and excluding support hours.&#x20;