To calculate SLAs based on office hours, you can set up an SLA system that only tracks time during your defined working hours (9 AM to 6 PM). In your example, if a ticket is opened at 5 PM on Monday and the agent responds at 10 AM on Tuesday, the first response time would be 2 hours, as it only counts during office hours. You should configure your system to pause the SLA countdown during non-working hours and holidays, ensuring it doesn’t breach SLAs when the team is offline. Many helpdesk tools offer this functionality, allowing you to adjust SLA settings based on business hours.