Right now, business hours are set at the top level of the account. But in some cases, different departments (service providers) may have different business hours. This may affect things like SLAs, since they are often based on business hours.
I appreciate that you brought this important point up! It’s reasonable to have various business hours set for individual service providers or departments, especially since SLAs are affected. Depending on the system you're using, there may be an option to constrain business hours further down to the hour or even smaller units of time. It would involve developing special work plans for every service provider or every department. If this feature isn’t available yet, it’s definitely something worth keeping in mind for future enhancements, so that SLA compliance can be monitored accurately.
