Customer configured a SLA rule and select profiles under 'Business hours' and 'Holiday profiles'. He complains the profiles configured under this SLA is not being considered. What could be the issue?

Customer would have configured location based Holidays / Business hour profiles. As the per the SLA functionality, the first priority would be given to the location based holiday / business hour profiles rather than the profiles configured under the SLA rule. This will get dynamically mapped based on the record’s location.

If there are no location based holiday / business hour profiles configured, then the SLA will consider the holiday / business hour profiles configured under the corresponding SLA rule.