SLAs and office hours

@ammandasg what you highlighted in your screenshot is the time to close, this is a default property the behavior of which cannot be changed, unfortunately.

However, other users have requested this before: https://community.hubspot.com/t5/HubSpot-Ideas/Time-to-Close-and-Time-to-First-Reply-Taking-Business-Hours-into/idi-p/312863

These requests submitted to the HubSpot Ideas section of the community are reviewed by the HubSpot product team, based on their popularity and the assumed demand. I’d recommend commenting and upvoting.

You can also help other HubSpot users find this request more easily (and drive traction) by accepting my reply as a solution. I’d appreciate it, too.

Have a great day!