Office hours & SLAs let you tell Productlane when your team is available and how quickly threads should be answered. You set a workspace timezone, define weekly availability windows, set a maximum response time, and build service level agreement (SLA) policies that track first response, next response, and time to close targets against your threads.
Settings > Office hours & SLAs (the sidebar entry labeled "Office hours & SLAs", route /settings/office-hours).
The page has two parts. The top part (Response time, Timezone, Office hours) is available on every plan. The SLAs part is marked with a "Scale" pill and requires the Scale plan or higher. Members with the VIEWER role can view settings but the response time input is read-only for them.
A toggle in the top card, labeled "Response time" with the description "Set the maximum time you should respond to a message." Turning it on sets a default maximum response time of 24 hours. Turning it off clears the target. The setting saves automatically the moment you flip it.
When the Response time toggle is on, a numeric input appears below it. Type the number of hours your team should respond within. The value saves as you change it and again when you click away (on blur). Clearing the field removes the target. This input is read-only for VIEWER members.
A searchable dropdown labeled "Timezone" with the description "Set your timezone." Pick the timezone your office hours are based on. The default is Europe/Berlin. Use the search box inside the dropdown to filter timezones. The selection saves automatically and shows a "Timezone updated" confirmation.
A list of availability windows under the "Office hours" heading. The description shows your current timezone and a counter of how many windows you have used out of the maximum, for example "2/7". Each window has three dropdowns and a delete button:
Days dropdown: choose which days the window applies to (for example Weekdays, or a specific day).
Start time dropdown: the time the window opens.
End time dropdown: the time the window closes, shown after the word "to".
Delete time slot: a trash icon button that appears on hover, which removes that window.
Every change to a window saves automatically.
A button labeled "Add hours" with a plus icon. It appends a new window defaulting to Weekdays, 9:00 AM to 5:00 PM. You can add up to 7 windows. Trying to add an eighth shows a "Maximum office hours reached" message. The new window saves automatically and shows an "Office hours updated" confirmation.
A toggle labeled "Enable SLAs" with the description "Track response time targets for support threads." This control requires the Scale plan; without it an Upgrade button appears in its place. Turning it on the first time (when you have no policies yet) creates four starter policies: High Priority, Medium Priority, Low Priority, and a catch-all Default. The toggle saves automatically and confirms with "SLAs enabled" or "SLAs disabled".
A toggle labeled "Use office hours" with the description "Only count time during office hours for automatically applied SLAs." It appears once SLAs are enabled. When on, elapsed SLA time is only counted during the office hours windows you defined above. It saves automatically.
A button labeled "Add policy" shown above the policy list once SLAs are enabled. It creates a new policy named "New Policy" with one default condition, and opens it expanded for editing. Policies are evaluated top to bottom, and the first matching policy applies.
Each policy appears as a card. Collapsed, it shows the policy name, a summary of its conditions, and its time targets in the form "First response / Next response / Time to close". Click Edit to expand it. Controls inside an expanded card:
Move up / Move down: the small chevron buttons on the left reorder the policy in the evaluation list. Order saves automatically.
Name field: the inline text field at the top. Type to rename the policy; it saves as you type.
All threads / Conditions toggle: switches the policy between matching every thread (catch-all) and matching only threads that meet conditions you define. Switching to Conditions adds a starter condition; switching to All threads clears conditions.
Delete (the X icon on the right): opens a confirmation dialog titled "Delete [policy name]?" before permanently removing the policy.
First Response, Next Response, Time to Close pickers: each opens a duration picker. Type a duration or choose a preset (1 hour, 2 hours, 4 hours, 8 hours, 12 hours, 24 hours, 48 hours, 1 week, 2 weeks), or choose None to leave that target unset. Each saves automatically.
Save: the button in the card footer collapses the card. All edits are already saved automatically; this button closes the editor.
Inside a policy set to Conditions, you build a rule with an ALL / ANY match toggle and one or more condition rows:
ALL means every condition must match (AND). ANY means at least one must match (OR).
Each condition row has a field dropdown, an operator dropdown, and a value input.
Fields are grouped into Thread, Company, and Contact:
Thread: Priority (High, Medium, Low, None), Origin (Widget, Support Portal, Portal, Slack Connect, Email, Live Chat, Zapier, API, Intercom, Zendesk, Plain).
Company: Company Name, Company Size, Company Revenue, Company Tier, Company Status.
Contact: Contact Email.
Operators depend on the field type. Enum fields (Priority, Origin) offer equals and does not equal. Text fields offer equals, does not equal, contains, starts with, ends with. Number fields (Company Size, Company Revenue) offer equals, does not equal, greater than, less than, greater than or equal, less than or equal.
The value input adapts to the field: a dropdown for enum fields, a number input for number fields, a text input for text fields.
"+ Add condition" adds another row. The X at the end of a row removes that condition. All condition edits save automatically.
Go to Settings > Office hours & SLAs.
Set your Timezone so availability is calculated correctly.
If you want a response target, turn on Response time and enter the number of hours.
Under Office hours, click Add hours and set the Days, start time, and end time for each window your team is available. Add more windows as needed, up to 7.
To use SLAs (Scale plan), turn on Enable SLAs. Four starter policies are created automatically the first time.
Optionally turn on Use office hours so SLA timers only run during your availability windows.
Edit each policy: rename it, choose All threads or Conditions, build conditions if needed, and set First Response, Next Response, and Time to Close targets.
Reorder policies with the move buttons so the most specific policies sit above the catch-all Default.
Everything on this page saves automatically. There is no separate save button; the Save button on an expanded policy card only collapses the editor.
Policies are evaluated top to bottom and the first matching one applies, so ordering matters. Keep the catch-all Default policy last.
A policy set to "All threads" (no conditions) matches every thread and acts as a fallback.
SLAs require the Scale plan or higher. The rest of the page (Response time, Timezone, Office hours) works on any plan.
You can define up to 7 office hours windows.
Deleting a policy is permanent and asks for confirmation first.
