From 473dc978e07d6001af66ded1505532922817e49a Mon Sep 17 00:00:00 2001
From: Muhsin <muhsinkeramam@gmail.com>
Date: Tue, 16 Dec 2025 13:01:10 +0530
Subject: [PATCH] feat: sla business hours

---
 .../ConversationCard/SLACardLabel.vue         |   9 +
 .../conversation/components/SLACardLabel.vue  |   9 +
 app/javascript/dashboard/helper/slaHelper.js  |  66 +++
 .../dashboard/helper/specs/slaHelper.spec.js  | 386 ++++++++++++++++++
 .../sla/evaluate_applied_sla_service.rb       |  63 ++-
 .../sla/evaluate_applied_sla_service_spec.rb  | 274 +++++++++++++
 6 files changed, 804 insertions(+), 3 deletions(-)
 create mode 100644 app/javascript/dashboard/helper/slaHelper.js
 create mode 100644 app/javascript/dashboard/helper/specs/slaHelper.spec.js

diff --git a/app/javascript/dashboard/components-next/Conversation/ConversationCard/SLACardLabel.vue b/app/javascript/dashboard/components-next/Conversation/ConversationCard/SLACardLabel.vue
index ff57d6c93..ed3930cb5 100644
--- a/app/javascript/dashboard/components-next/Conversation/ConversationCard/SLACardLabel.vue
+++ b/app/javascript/dashboard/components-next/Conversation/ConversationCard/SLACardLabel.vue
@@ -1,6 +1,7 @@
 <script setup>
 import { ref, computed, onMounted, onUnmounted, watch } from 'vue';
 import { evaluateSLAStatus } from '@chatwoot/utils';
+import { getBusinessHoursConfig } from 'dashboard/helper/slaHelper';
 
 const props = defineProps({
   conversation: {
@@ -40,9 +41,17 @@ const slaStatusText = computed(() => {
 });
 
 const updateSlaStatus = () => {
+  const businessHoursConfig = getBusinessHoursConfig(
+    appliedSLA.value?.slaPolicy,
+    props.conversation?.inbox
+  );
+
   slaStatus.value = evaluateSLAStatus({
     appliedSla: convertObjectCamelCaseToSnakeCase(appliedSLA.value || {}),
     chat: props.conversation,
+    options: businessHoursConfig
+      ? { businessHours: businessHoursConfig }
+      : undefined,
   });
 };
 
diff --git a/app/javascript/dashboard/components/widgets/conversation/components/SLACardLabel.vue b/app/javascript/dashboard/components/widgets/conversation/components/SLACardLabel.vue
index bb6ee48d2..6b140a578 100644
--- a/app/javascript/dashboard/components/widgets/conversation/components/SLACardLabel.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/components/SLACardLabel.vue
@@ -2,6 +2,7 @@
 import { ref, computed, onMounted, onUnmounted, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { evaluateSLAStatus } from '@chatwoot/utils';
+import { getBusinessHoursConfig } from 'dashboard/helper/slaHelper';
 import SLAPopoverCard from './SLAPopoverCard.vue';
 
 const props = defineProps({
@@ -58,9 +59,17 @@ const groupClass = computed(() => {
 });
 
 const updateSlaStatus = () => {
+  const businessHoursConfig = getBusinessHoursConfig(
+    appliedSLA.value?.sla_policy,
+    props.chat?.inbox
+  );
+
   slaStatus.value = evaluateSLAStatus({
     appliedSla: appliedSLA.value,
     chat: props.chat,
+    options: businessHoursConfig
+      ? { businessHours: businessHoursConfig }
+      : undefined,
   });
 };
 
diff --git a/app/javascript/dashboard/helper/slaHelper.js b/app/javascript/dashboard/helper/slaHelper.js
new file mode 100644
index 000000000..f7c8c8acc
--- /dev/null
+++ b/app/javascript/dashboard/helper/slaHelper.js
@@ -0,0 +1,66 @@
+/**
+ * Helper functions for SLA business hours configuration
+ */
+
+/**
+ * Extracts business hours configuration from SLA policy and inbox data
+ * Supports both camelCase and snake_case property naming conventions
+ *
+ * @param {Object} slaPolicy - The SLA policy object
+ * @param {Object} inbox - The inbox object with working hours configuration
+ * @returns {Object|null} Business hours configuration for utils package, or null if not applicable
+ */
+export const getBusinessHoursConfig = (slaPolicy, inbox) => {
+  // Handle both camelCase and snake_case property names
+  const onlyDuringBusinessHours =
+    slaPolicy?.only_during_business_hours ?? slaPolicy?.onlyDuringBusinessHours;
+  const workingHoursEnabled =
+    inbox?.working_hours_enabled ?? inbox?.workingHoursEnabled;
+
+  if (!onlyDuringBusinessHours || !workingHoursEnabled) {
+    return null;
+  }
+
+  // Convert working hours format to match utils expectation
+  const workingHours = {};
+  const dayMap = ['sun', 'mon', 'tue', 'wed', 'thu', 'fri', 'sat'];
+
+  // Handle both camelCase and snake_case working hours arrays
+  const inboxWorkingHours = inbox.working_hours ?? inbox.workingHours;
+
+  if (inboxWorkingHours) {
+    inboxWorkingHours.forEach(dayConfig => {
+      // Handle both property naming conventions
+      const dayOfWeek = dayConfig.day_of_week ?? dayConfig.dayOfWeek;
+      const closedAllDay = dayConfig.closed_all_day ?? dayConfig.closedAllDay;
+      const openHour = dayConfig.open_hour ?? dayConfig.openHour;
+      const openMinutes = dayConfig.open_minutes ?? dayConfig.openMinutes;
+      const closeHour = dayConfig.close_hour ?? dayConfig.closeHour;
+      const closeMinutes = dayConfig.close_minutes ?? dayConfig.closeMinutes;
+
+      const dayName = dayMap[dayOfWeek];
+
+      if (closedAllDay) {
+        workingHours[dayName] = null;
+      } else {
+        // Convert to HH:MM format
+        const startHour = String(openHour || 0).padStart(2, '0');
+        const startMin = String(openMinutes || 0).padStart(2, '0');
+        const endHour = String(closeHour || 0).padStart(2, '0');
+        const endMin = String(closeMinutes || 0).padStart(2, '0');
+
+        workingHours[dayName] = {
+          start: `${startHour}:${startMin}`,
+          finish: `${endHour}:${endMin}`,
+        };
+      }
+    });
+  }
+
+  return {
+    working_hours_enabled: workingHoursEnabled,
+    timezone: inbox.timezone || 'UTC',
+    working_hours: workingHours,
+    only_during_business_hours: onlyDuringBusinessHours,
+  };
+};
diff --git a/app/javascript/dashboard/helper/specs/slaHelper.spec.js b/app/javascript/dashboard/helper/specs/slaHelper.spec.js
new file mode 100644
index 000000000..46b85148d
--- /dev/null
+++ b/app/javascript/dashboard/helper/specs/slaHelper.spec.js
@@ -0,0 +1,386 @@
+import { getBusinessHoursConfig } from '../slaHelper';
+
+describe('slaHelper', () => {
+  describe('getBusinessHoursConfig', () => {
+    const mockWorkingHours = [
+      {
+        day_of_week: 1, // Monday
+        open_hour: 9,
+        open_minutes: 0,
+        close_hour: 17,
+        close_minutes: 30,
+        closed_all_day: false,
+      },
+      {
+        day_of_week: 2, // Tuesday
+        open_hour: 8,
+        open_minutes: 30,
+        close_hour: 18,
+        close_minutes: 0,
+        closed_all_day: false,
+      },
+      {
+        day_of_week: 0, // Sunday
+        closed_all_day: true,
+      },
+    ];
+
+    const mockWorkingHoursCamelCase = [
+      {
+        dayOfWeek: 1, // Monday
+        openHour: 9,
+        openMinutes: 0,
+        closeHour: 17,
+        closeMinutes: 30,
+        closedAllDay: false,
+      },
+      {
+        dayOfWeek: 2, // Tuesday
+        openHour: 8,
+        openMinutes: 30,
+        closeHour: 18,
+        closeMinutes: 0,
+        closedAllDay: false,
+      },
+      {
+        dayOfWeek: 0, // Sunday
+        closedAllDay: true,
+      },
+    ];
+
+    describe('when business hours are not required', () => {
+      it('returns null when SLA policy does not require business hours', () => {
+        const slaPolicy = { only_during_business_hours: false };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: mockWorkingHours,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result).toBeNull();
+      });
+
+      it('returns null when inbox does not have working hours enabled', () => {
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: false,
+          working_hours: mockWorkingHours,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result).toBeNull();
+      });
+
+      it('returns null when both conditions are false', () => {
+        const slaPolicy = { only_during_business_hours: false };
+        const inbox = { working_hours_enabled: false };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result).toBeNull();
+      });
+
+      it('returns null when slaPolicy is null', () => {
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: mockWorkingHours,
+        };
+
+        const result = getBusinessHoursConfig(null, inbox);
+
+        expect(result).toBeNull();
+      });
+
+      it('returns null when inbox is null', () => {
+        const slaPolicy = { only_during_business_hours: true };
+
+        const result = getBusinessHoursConfig(slaPolicy, null);
+
+        expect(result).toBeNull();
+      });
+    });
+
+    describe('when business hours are required - snake_case properties', () => {
+      it('converts working hours correctly with snake_case properties', () => {
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: mockWorkingHours,
+          timezone: 'America/New_York',
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result).toEqual({
+          working_hours_enabled: true,
+          timezone: 'America/New_York',
+          working_hours: {
+            sun: null, // Closed all day
+            mon: {
+              start: '09:00',
+              finish: '17:30',
+            },
+            tue: {
+              start: '08:30',
+              finish: '18:00',
+            },
+          },
+          only_during_business_hours: true,
+        });
+      });
+
+      it('handles missing timezone by defaulting to UTC', () => {
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: mockWorkingHours.slice(0, 1), // Just Monday
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.timezone).toBe('UTC');
+      });
+
+      it('handles zero hours and minutes correctly', () => {
+        const workingHoursWithZeros = [
+          {
+            day_of_week: 1,
+            open_hour: 0,
+            open_minutes: 0,
+            close_hour: 0,
+            close_minutes: 0,
+            closed_all_day: false,
+          },
+        ];
+
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: workingHoursWithZeros,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.working_hours.mon).toEqual({
+          start: '00:00',
+          finish: '00:00',
+        });
+      });
+    });
+
+    describe('when business hours are required - camelCase properties', () => {
+      it('converts working hours correctly with camelCase properties', () => {
+        const slaPolicy = { onlyDuringBusinessHours: true };
+        const inbox = {
+          workingHoursEnabled: true,
+          workingHours: mockWorkingHoursCamelCase,
+          timezone: 'America/Los_Angeles',
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result).toEqual({
+          working_hours_enabled: true,
+          timezone: 'America/Los_Angeles',
+          working_hours: {
+            sun: null, // Closed all day
+            mon: {
+              start: '09:00',
+              finish: '17:30',
+            },
+            tue: {
+              start: '08:30',
+              finish: '18:00',
+            },
+          },
+          only_during_business_hours: true,
+        });
+      });
+    });
+
+    describe('mixed property naming conventions', () => {
+      it('handles mixed snake_case and camelCase properties', () => {
+        const slaPolicy = {
+          only_during_business_hours: true, // snake_case
+          onlyDuringBusinessHours: false, // This should be ignored due to nullish coalescing
+        };
+        const inbox = {
+          working_hours_enabled: true, // snake_case
+          workingHours: mockWorkingHoursCamelCase, // camelCase
+          timezone: 'UTC',
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result).not.toBeNull();
+        expect(result.only_during_business_hours).toBe(true);
+        expect(result.working_hours_enabled).toBe(true);
+      });
+
+      it('prioritizes snake_case over camelCase when both exist', () => {
+        const slaPolicy = {
+          only_during_business_hours: true,
+          onlyDuringBusinessHours: false,
+        };
+        const inbox = {
+          working_hours_enabled: true,
+          workingHoursEnabled: false,
+          working_hours: mockWorkingHours,
+          workingHours: mockWorkingHoursCamelCase,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.only_during_business_hours).toBe(true);
+        expect(result.working_hours_enabled).toBe(true);
+        // Should use snake_case working_hours
+        expect(result.working_hours.mon.start).toBe('09:00');
+      });
+    });
+
+    describe('edge cases', () => {
+      it('handles empty working hours array', () => {
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: [],
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.working_hours).toEqual({});
+      });
+
+      it('handles missing working hours property', () => {
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          // No working_hours property
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.working_hours).toEqual({});
+      });
+
+      it('handles undefined values in working hours', () => {
+        const workingHoursWithUndefined = [
+          {
+            day_of_week: 1,
+            open_hour: undefined,
+            open_minutes: undefined,
+            close_hour: undefined,
+            close_minutes: undefined,
+            closed_all_day: false,
+          },
+        ];
+
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: workingHoursWithUndefined,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.working_hours.mon).toEqual({
+          start: '00:00',
+          finish: '00:00',
+        });
+      });
+
+      it('pads single digit hours and minutes correctly', () => {
+        const workingHoursSingleDigit = [
+          {
+            day_of_week: 3, // Wednesday
+            open_hour: 9,
+            open_minutes: 5,
+            close_hour: 5,
+            close_minutes: 0,
+            closed_all_day: false,
+          },
+        ];
+
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: workingHoursSingleDigit,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.working_hours.wed).toEqual({
+          start: '09:05',
+          finish: '05:00',
+        });
+      });
+
+      it('handles all days of the week correctly', () => {
+        const fullWeekWorkingHours = [
+          { day_of_week: 0, closed_all_day: true }, // Sunday
+          {
+            day_of_week: 1,
+            open_hour: 9,
+            open_minutes: 0,
+            close_hour: 17,
+            close_minutes: 0,
+            closed_all_day: false,
+          }, // Monday
+          {
+            day_of_week: 2,
+            open_hour: 9,
+            open_minutes: 0,
+            close_hour: 17,
+            close_minutes: 0,
+            closed_all_day: false,
+          }, // Tuesday
+          {
+            day_of_week: 3,
+            open_hour: 9,
+            open_minutes: 0,
+            close_hour: 17,
+            close_minutes: 0,
+            closed_all_day: false,
+          }, // Wednesday
+          {
+            day_of_week: 4,
+            open_hour: 9,
+            open_minutes: 0,
+            close_hour: 17,
+            close_minutes: 0,
+            closed_all_day: false,
+          }, // Thursday
+          {
+            day_of_week: 5,
+            open_hour: 9,
+            open_minutes: 0,
+            close_hour: 17,
+            close_minutes: 0,
+            closed_all_day: false,
+          }, // Friday
+          { day_of_week: 6, closed_all_day: true }, // Saturday
+        ];
+
+        const slaPolicy = { only_during_business_hours: true };
+        const inbox = {
+          working_hours_enabled: true,
+          working_hours: fullWeekWorkingHours,
+        };
+
+        const result = getBusinessHoursConfig(slaPolicy, inbox);
+
+        expect(result.working_hours).toEqual({
+          sun: null,
+          mon: { start: '09:00', finish: '17:00' },
+          tue: { start: '09:00', finish: '17:00' },
+          wed: { start: '09:00', finish: '17:00' },
+          thu: { start: '09:00', finish: '17:00' },
+          fri: { start: '09:00', finish: '17:00' },
+          sat: null,
+        });
+      });
+    });
+  });
+});
diff --git a/enterprise/app/services/sla/evaluate_applied_sla_service.rb b/enterprise/app/services/sla/evaluate_applied_sla_service.rb
index 2da350289..0223bf311 100644
--- a/enterprise/app/services/sla/evaluate_applied_sla_service.rb
+++ b/enterprise/app/services/sla/evaluate_applied_sla_service.rb
@@ -1,5 +1,6 @@
 class Sla::EvaluateAppliedSlaService
   pattr_initialize [:applied_sla!]
+  include ReportingEventHelper
 
   def perform
     check_sla_thresholds
@@ -21,12 +22,58 @@ class Sla::EvaluateAppliedSlaService
     end
   end
 
+  def should_use_business_hours?(sla_policy, inbox)
+    sla_policy.only_during_business_hours? && inbox.working_hours_enabled?
+  end
+
+  # Calculates the SLA threshold deadline considering business hours if enabled.
+  #
+  # This method determines when an SLA will be breached by adding the threshold duration
+  # to the start time. If business hours are enabled, it only counts time during working hours,
+  # automatically skipping weekends and after-hours periods.
+  def calculate_threshold_deadline(start_time, threshold_seconds, inbox, sla_policy)
+    # Fall back to simple calendar time calculation if business hours not enabled
+    return start_time.to_i + threshold_seconds unless should_use_business_hours?(sla_policy, inbox)
+
+    # Configure the working_hours gem with inbox-specific schedule and timezone
+    configure_working_hours_for_calculation(inbox)
+
+    # Convert start time to inbox timezone for accurate business hours calculation
+    start_time_in_timezone = start_time.in_time_zone(inbox.timezone).to_time
+
+    # Determine effective start time: if outside business hours, advance to next working time
+    # Example: Saturday 6 PM conversation would start counting Monday 9 AM
+    effective_start_time = if start_time_in_timezone.in_working_hours?
+                             start_time_in_timezone
+                           else
+                             WorkingHours.next_working_time(start_time_in_timezone)
+                           end
+
+    # Add working time duration
+    # This automatically skips non-working hours, weekends, and holidays
+    deadline = effective_start_time + threshold_seconds.working.seconds
+    deadline.to_i
+  end
+
+  def configure_working_hours_for_calculation(inbox)
+    inbox_working_hours = configure_working_hours(inbox.working_hours)
+    return if inbox_working_hours.blank?
+
+    WorkingHours::Config.working_hours = inbox_working_hours
+    WorkingHours::Config.time_zone = inbox.timezone
+  end
+
   def still_within_threshold?(threshold)
     Time.zone.now.to_i < threshold
   end
 
   def check_first_response_time_threshold(applied_sla, conversation, sla_policy)
-    threshold = conversation.created_at.to_i + sla_policy.first_response_time_threshold.to_i
+    threshold = calculate_threshold_deadline(
+      conversation.created_at,
+      sla_policy.first_response_time_threshold.to_i,
+      conversation.inbox,
+      sla_policy
+    )
     return if first_reply_was_within_threshold?(conversation, threshold)
     return if still_within_threshold?(threshold)
 
@@ -43,7 +90,12 @@ class Sla::EvaluateAppliedSlaService
     # Waiting on customer response, no need to check next response time threshold
     return if conversation.waiting_since.blank?
 
-    threshold = conversation.waiting_since.to_i + sla_policy.next_response_time_threshold.to_i
+    threshold = calculate_threshold_deadline(
+      conversation.waiting_since,
+      sla_policy.next_response_time_threshold.to_i,
+      conversation.inbox,
+      sla_policy
+    )
     return if still_within_threshold?(threshold)
 
     handle_missed_sla(applied_sla, 'nrt')
@@ -61,7 +113,12 @@ class Sla::EvaluateAppliedSlaService
   def check_resolution_time_threshold(applied_sla, conversation, sla_policy)
     return if conversation.resolved?
 
-    threshold = conversation.created_at.to_i + sla_policy.resolution_time_threshold.to_i
+    threshold = calculate_threshold_deadline(
+      conversation.created_at,
+      sla_policy.resolution_time_threshold.to_i,
+      conversation.inbox,
+      sla_policy
+    )
     return if still_within_threshold?(threshold)
 
     handle_missed_sla(applied_sla, 'rt')
diff --git a/spec/enterprise/services/sla/evaluate_applied_sla_service_spec.rb b/spec/enterprise/services/sla/evaluate_applied_sla_service_spec.rb
index 71afd2125..91c52ddd2 100644
--- a/spec/enterprise/services/sla/evaluate_applied_sla_service_spec.rb
+++ b/spec/enterprise/services/sla/evaluate_applied_sla_service_spec.rb
@@ -222,4 +222,278 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
       expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(1)
     end
   end
+
+  describe 'Business Hours SLA evaluation' do
+    let!(:inbox) { create(:inbox, account: account, working_hours_enabled: true, timezone: 'UTC') }
+    let!(:conversation) do
+      create(:conversation,
+             created_at: '15.05.2024 09:00'.to_datetime, assignee: user_1,
+             account: sla_policy.account,
+             sla_policy: sla_policy,
+             inbox: inbox)
+    end
+    let!(:applied_sla) { conversation.applied_sla }
+
+    before do
+      # Configure business hours: Mon-Fri 9 AM - 5 PM UTC
+      (1..5).each do |day|
+        create(:working_hour,
+               inbox: inbox,
+               day_of_week: day,
+               open_hour: 9,
+               open_minutes: 0,
+               close_hour: 17,
+               close_minutes: 0)
+      end
+      # Weekend closed
+      [0, 6].each do |day|
+        create(:working_hour,
+               inbox: inbox,
+               day_of_week: day,
+               closed_all_day: true)
+      end
+
+      Time.zone = 'UTC'
+      travel_to '15.05.2024 10:00'.to_datetime
+      applied_sla.sla_policy.update(only_during_business_hours: true)
+    end
+
+    context 'when business hours are enabled and SLA policy requires it' do
+      context 'when evaluating first response time with business hours' do
+        before { applied_sla.sla_policy.update(first_response_time_threshold: 2.hours) }
+
+        it 'does not miss FRT when within business hours deadline' do
+          # Conversation created at 9 AM
+          # 2 hour FRT would be due at 1 PM (within business hours)
+          # Current time is 10 AM
+          allow(Rails.logger).to receive(:warn)
+          described_class.new(applied_sla: applied_sla).perform
+          expect(Rails.logger).not_to have_received(:warn)
+          expect(applied_sla.reload.sla_status).to eq('active')
+        end
+
+        it 'misses FRT when business hours deadline is exceeded' do
+          travel_to '15.05.2024 13:01'.to_datetime
+          # Conversation created at 9 AM
+          # 2 hour business hours FRT would be due at 1 PM
+          # Current time is 1:01 PM - should miss
+          allow(Rails.logger).to receive(:warn)
+          described_class.new(applied_sla: applied_sla).perform
+          expect(Rails.logger).to have_received(:warn).with("SLA frt missed for conversation #{conversation.id} in account " \
+                                                            "#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
+          expect(applied_sla.reload.sla_status).to eq('active_with_misses')
+        end
+
+        it 'extends deadline over weekend correctly' do
+          # Create conversation on Friday at 4 PM
+          conversation.update(created_at: '10.05.2024 16:00'.to_datetime)
+          travel_to '13.05.2024 09:59'.to_datetime # Monday 9:59 AM
+
+          # 2 hour FRT from Friday 4 PM should be due Monday 10 AM
+          # (1 hour Friday + 1 hour Monday)
+          # Current time Monday 9:59 AM - should not miss yet
+          allow(Rails.logger).to receive(:warn)
+          described_class.new(applied_sla: applied_sla).perform
+          expect(Rails.logger).not_to have_received(:warn)
+          expect(applied_sla.reload.sla_status).to eq('active')
+        end
+      end
+
+      context 'when evaluating next response time with business hours' do
+        before do
+          applied_sla.sla_policy.update(next_response_time_threshold: 1.hour)
+          conversation.update(
+            first_reply_created_at: '15.05.2024 09:30'.to_datetime,
+            waiting_since: '15.05.2024 10:00'.to_datetime
+          )
+        end
+
+        it 'calculates NRT deadline correctly in business hours' do
+          travel_to '15.05.2024 10:30'.to_datetime
+          # Customer replied at 10 AM, 1 hour NRT should be due at 11 AM
+          # Current time 10:30 AM - should not miss yet
+          allow(Rails.logger).to receive(:warn)
+          described_class.new(applied_sla: applied_sla).perform
+          expect(Rails.logger).not_to have_received(:warn)
+          expect(applied_sla.reload.sla_status).to eq('active')
+        end
+
+        it 'misses NRT when business hours deadline is exceeded' do
+          travel_to '15.05.2024 11:01'.to_datetime
+          # Customer replied at 10 AM, 1 hour NRT should be due at 11 AM
+          # Current time 11:01 AM - should miss
+          allow(Rails.logger).to receive(:warn)
+          described_class.new(applied_sla: applied_sla).perform
+          expect(Rails.logger).to have_received(:warn).with("SLA nrt missed for conversation #{conversation.id} in account " \
+                                                            "#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
+          expect(applied_sla.reload.sla_status).to eq('active_with_misses')
+        end
+      end
+
+      context 'when evaluating resolution time with business hours' do
+        before { applied_sla.sla_policy.update(resolution_time_threshold: 4.hours) }
+
+        it 'calculates RT deadline correctly in business hours' do
+          travel_to '15.05.2024 12:00'.to_datetime
+          # Conversation created at 9 AM, 4 hour RT should be due at 3 PM
+          # Current time 12 PM - should not miss yet
+          allow(Rails.logger).to receive(:warn)
+          described_class.new(applied_sla: applied_sla).perform
+          expect(Rails.logger).not_to have_received(:warn)
+          expect(applied_sla.reload.sla_status).to eq('active')
+        end
+
+        it 'misses RT when business hours deadline is exceeded' do
+          travel_to '15.05.2024 15:01'.to_datetime
+          # Conversation created at 9 AM, 4 hour RT should be due at 3 PM
+          # Current time 3:01 PM - should miss
+          allow(Rails.logger).to receive(:warn)
+          described_class.new(applied_sla: applied_sla).perform
+          expect(Rails.logger).to have_received(:warn).with("SLA rt missed for conversation #{conversation.id} in account " \
+                                                            "#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
+          expect(applied_sla.reload.sla_status).to eq('active_with_misses')
+        end
+      end
+
+      context 'when SLA spans across multiple business days' do
+        before { applied_sla.sla_policy.update(resolution_time_threshold: 10.hours) }
+
+        it 'correctly calculates deadline across multiple business days' do
+          # Conversation created Wednesday 4 PM
+          conversation.update(created_at: '15.05.2024 16:00'.to_datetime)
+          travel_to '16.05.2024 11:00'.to_datetime # Thursday 11 AM
+
+          # 10 hour RT: Wed 4-5 PM (1h) + Thu 9-11 AM (2h) = 3h elapsed, 7h remaining
+          # Deadline should be Friday at 2 PM (Thu 9-5 = 8h total = 7h remaining)
+          allow(Rails.logger).to receive(:warn)
+          described_class.new(applied_sla: applied_sla).perform
+          expect(Rails.logger).not_to have_received(:warn)
+          expect(applied_sla.reload.sla_status).to eq('active')
+        end
+      end
+
+      context 'when SLA starts near end of business day' do
+        before do
+          applied_sla.sla_policy.update(first_response_time_threshold: 2.hours)
+          conversation.update(created_at: '15.05.2024 16:30'.to_datetime) # 4:30 PM
+        end
+
+        it 'extends deadline to next business day' do
+          travel_to '16.05.2024 10:29'.to_datetime # Next day 10:29 AM
+
+          # Started 4:30 PM (30 min before close) + 2 hours = 1.5 hours into next day
+          # Deadline should be 10:30 AM next day
+          allow(Rails.logger).to receive(:warn)
+          described_class.new(applied_sla: applied_sla).perform
+          expect(Rails.logger).not_to have_received(:warn)
+          expect(applied_sla.reload.sla_status).to eq('active')
+        end
+      end
+    end
+
+    context 'when business hours are disabled on inbox' do
+      before do
+        inbox.update(working_hours_enabled: false)
+        applied_sla.sla_policy.update(first_response_time_threshold: 2.hours)
+      end
+
+      it 'falls back to calendar time calculation' do
+        travel_to '15.05.2024 11:01'.to_datetime
+        # Conversation created at 9 AM, 2 hour FRT would be due at 11 AM (calendar time)
+        # Current time 11:01 AM - should miss with calendar time
+        allow(Rails.logger).to receive(:warn)
+        described_class.new(applied_sla: applied_sla).perform
+        expect(Rails.logger).to have_received(:warn)
+        expect(applied_sla.reload.sla_status).to eq('active_with_misses')
+      end
+    end
+
+    context 'when SLA policy has business hours disabled' do
+      before do
+        applied_sla.sla_policy.update(
+          only_during_business_hours: false,
+          first_response_time_threshold: 2.hours
+        )
+      end
+
+      it 'falls back to calendar time calculation' do
+        travel_to '15.05.2024 11:01'.to_datetime
+        # Conversation created at 9 AM, 2 hour FRT would be due at 11 AM (calendar time)
+        # Current time 11:01 AM - should miss with calendar time
+        allow(Rails.logger).to receive(:warn)
+        described_class.new(applied_sla: applied_sla).perform
+        expect(Rails.logger).to have_received(:warn)
+        expect(applied_sla.reload.sla_status).to eq('active_with_misses')
+      end
+    end
+
+    context 'when conversation starts outside business hours' do
+      before do
+        conversation.update(created_at: '18.05.2024 18:00'.to_datetime)
+        applied_sla.sla_policy.update(first_response_time_threshold: 2.hours)
+        travel_to '20.05.2024 10:00'.to_datetime # Monday 10 AM
+        # Saturday 6 PM
+      end
+
+      it 'starts counting from next business hours' do
+        # Conversation created Saturday 6 PM (outside business hours)
+        # 2 hour FRT should start counting from Monday 9 AM
+        # Deadline would be Monday 11 AM
+        # Current time Monday 10 AM - should not miss yet
+        allow(Rails.logger).to receive(:warn)
+        described_class.new(applied_sla: applied_sla).perform
+        expect(Rails.logger).not_to have_received(:warn)
+        expect(applied_sla.reload.sla_status).to eq('active')
+      end
+    end
+
+    context 'when handling different timezones' do
+      before do
+        inbox.update(timezone: 'America/New_York')
+        # Update working hours for EST timezone
+        inbox.working_hours.destroy_all
+        (1..5).each do |day|
+          create(:working_hour,
+                 inbox: inbox,
+                 day_of_week: day,
+                 open_hour: 9,
+                 open_minutes: 0,
+                 close_hour: 17,
+                 close_minutes: 0)
+        end
+        applied_sla.sla_policy.update(first_response_time_threshold: 2.hours)
+      end
+
+      it 'correctly handles timezone conversions' do
+        # Conversation created at 9 AM EST (2 PM UTC)
+        conversation.update(created_at: Time.zone.parse('15.05.2024 09:00 EST'))
+        # Test at 10:59 AM EST (3:59 PM UTC) - should not miss 2 hour SLA yet
+        travel_to Time.zone.parse('15.05.2024 10:59 EST')
+
+        # Should calculate business hours in the inbox timezone
+        allow(Rails.logger).to receive(:warn)
+        described_class.new(applied_sla: applied_sla).perform
+        expect(Rails.logger).not_to have_received(:warn)
+        expect(applied_sla.reload.sla_status).to eq('active')
+      end
+    end
+
+    context 'when no working hours are configured' do
+      before do
+        inbox.working_hours.destroy_all
+        applied_sla.sla_policy.update(first_response_time_threshold: 2.hours)
+      end
+
+      it 'falls back to calendar time calculation' do
+        travel_to '15.05.2024 11:01'.to_datetime
+        # No working hours configured, should fall back to calendar time
+        # Conversation at 9 AM + 2 hours = 11 AM deadline
+        # Current time 11:01 AM - should miss
+        allow(Rails.logger).to receive(:warn)
+        described_class.new(applied_sla: applied_sla).perform
+        expect(Rails.logger).to have_received(:warn)
+        expect(applied_sla.reload.sla_status).to eq('active_with_misses')
+      end
+    end
+  end
 end