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Because the default is twenty-four hours a day. Any target measured that way is either wrong or has to be inflated to compensate, and neither describes the service being delivered.
A business-hours calendar defines when support is committed to be available, per team and per customer contract.
Calendars set working days, hours and holidays, per region and per contract. A clock only advances inside them, so a Friday evening ticket on a 9-to-5 contract starts counting Monday morning.
A ticket arrives on a public holiday. The clock does not start until the next working day, unless the customer's contract includes holiday cover — in which case it does, and routing goes to the on-call rota.
They will not cover an unstaffed hour. A calendar that promises 24/7 without a rota behind it produces breaches, not cover.
SLA clocks, escalation timing, the follow-up queue and the on-call rota all read them; the holiday set comes from Nest so it is maintained once.
Yes, where the contract specifies it.
The holiday calendar in Nest, per location.
Yes, with regional calendars and routing by hour.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.