Business Hours

Business Hours tell the CRM when your company works. One setting drives several features:

Feature	How it uses business hours
Workload & Team Calendar	Each person's available hours = working hours − holidays − approved leave
Time Off	How many working hours a leave request takes
Lead SLA	First-contact and escalation deadlines (when Use company business hours is on)
Work request response time	When the team lead must respond by
Appointment booking links	Which times clients can pick

Navigate to Admin > Business Hours (/admin/business-hours). The page has three tabs: Working Week, Holidays and Leave Types.

Everyone can see this page's settings, because booking, task and leave forms need them. Changing them needs the Settings → Edit permission. Without it, the page shows You need settings edit permission to change this.

Working Week

The working week is the default for everyone. A manager can give a person their own hours on their profile (see Per-person working hours).

For each day of the week:

• Click the day button to make it a working day (purple) or a day off (Not working).
• Set the start and end time.
• Set a Break in minutes (or None). The break is taken off the day's working time.

The total at the top right shows the hours per week. Click Save changes to apply, or Discard to undo your edits. At least one working day is needed, the end must be after the start, and the break must be shorter than the day.

Timezone

Times are in the company timezone shown on the card. Change it in General Settings. All working-time calculations use it, including people's own hours.

Check the hours you were given

When this page was introduced, the working week was copied from the lead SLA settings if the SLA was enabled, without a break. Otherwise it starts as Monday to Friday, 09:00–17:00. A 09:00–18:00 day without a break counts as 9 hours, which is 45 hours a week. If people take a lunch hour, set a 60-minute break so capacity shows 40 hours.

How breaks are counted

A break shortens the day without fixing it to a time. A 09:00–18:00 day with a 60-minute break has 8 working hours. For deadlines such as the lead SLA, those 8 hours are spread evenly across 09:00–18:00, so a deadline lands slightly later than it would with no break.

Holidays

Public holidays apply to everyone. Nobody is counted as working on these days, and SLA and response deadlines skip them.

1. Open the Holidays tab and pick the year to view.
2. Click Add holiday.
3. Enter a Name (e.g. Independence Day) and the Date.
4. Tick Half day if only half the working day is off.
5. Tick Same date every year for holidays on a fixed date. They show in every year.
6. Click Save.

Use the pencil to edit a holiday and the bin to delete it. Only one holiday can be set per date.

Holidays that move each year (for example Eid or Easter) need to be added for each year.

tip

Add next year's holidays before the year starts. Leave requests and appointment booking links look ahead, so a missing holiday shows people as available when they are not.

Leave Types

Leave types are the choices people see when they request time off. Approved leave is taken out of capacity.

The CRM starts with four built-in types: Annual leave, Sick leave, Casual leave and Unpaid leave (unpaid). Built-in types show a System badge.

For each type you can:

Control	What it does
Paid / Unpaid badge	Click to switch. Recorded on each request; useful for reporting and approval rules.
Needs approval / Auto-approved badge	Click to switch. Auto-approved types are approved as soon as they are requested. Needs approval types go to an approver — see Who approves.
Toggle	Activate or deactivate. Inactive types can't be picked for new requests; existing requests keep them.
Pencil	Rename.
Bin	Delete. Built-in types can't be deleted, only deactivated.

To add a type, click Add type, enter a Name (e.g. Study leave), pick a Color and click Create.

Who approves leave

1. If an active approval rule exists for time_off / time_off_request, it decides.
2. Otherwise the request goes to the person's manager, else the team lead of one of their teams, else their department head, else the administrators.

Leave a leader records for someone in their team is approved straight away.

Per-person Working Hours

Some people don't work the company week — part-timers, or someone who works Saturdays. Give them their own hours on their profile:

1. Open the person from Users and go to the Availability tab.
2. On the working hours card, click Change working hours.
3. Choose Own hours and set their week.
4. Click Save.

Only an admin (or anyone with Settings → Edit), and the person's manager, team lead or department head can change this. People can't change their own working hours. See Your Profile — Working Hours.

Working hours are separate from My Availability on the same tab, which people set themselves and which only controls when meetings can be booked with them.

Best Practices

1. Set breaks so weekly capacity matches reality (usually 40 hours).
2. Add the whole year's holidays in one go, and mark fixed-date ones as Same date every year.
3. Keep leave types few and clear. Use Auto-approved only for leave that never needs sign-off.
4. Give part-time staff their own hours before you rely on the Workload page.

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Next: Appointment Settings — appointment types, reminders and invites.