Business hour(s) are the working hours that determine the available response and resolution time of a Request (holidays are subtracted from the calculation). These calculations are done to check whether any SLA has been violated. The SLAs have to be configured to use the business hours. For more details, refer to the SLA section.
To view the Business Hours page, navigate to Admin > Organization > Business Hours.
This section enables you to configure the business hours based on which the response and resolution time of a request can be calculated. Also, separate working hours for each department can be added along with the holidays in a year.