This is a must for our organization. Coming from Zendesk, I believe that Hubspot still has, as of today, a lot of room for improvement in how to support the SLA compliance in Service hub. We miss things like supporting open business hours, and accurately being able to report how our support agents are complying with the SLA.
@basil, I can see you posted this about 8 months ago. Have you come up with a workaround for this?