# 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="/files/hVor3SJdEaRW8v0tsGmP" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/4N3QyKQemiaSD0g2ibRc" alt=""><figcaption><p>Assign support hours to specific accounts or sets of accounts</p></figcaption></figure>

## Usage

### SLAs

Support hours affect how [SLAs](/pylon-docs/support-workflows/slas.md) are calculated - SLA timers only increment during business hours.&#x20;

### Triggers

Within [Triggers](/pylon-docs/platform/triggers.md), 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="/files/GoEaNrZ9xFUF0UrgXq6t" 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;


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.usepylon.com/pylon-docs/support-workflows/support-hours.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.