# 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?

**URL:** https://community.sapphireims.com/t/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/404
**Category:** Service Level Management (SLM)
**Tags:** product-behavior, how-to
**Created:** [March 10, 2021, 9:15am UTC](https://community.sapphireims.com/t/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/404 "2021-03-10T09:15:19Z")
**Posts on this page:** 1
**Page:** 1

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### Author: ![hari](https://avatars.discourse-cdn.com/v4/letter/h/cdc98d/32.png) [@hari](https://community.sapphireims.com/u/hari)
#### Post date: [March 10, 2021, 9:15am UTC](https://community.sapphireims.com/t/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/404/1 "2021-03-10T09:15:19Z")

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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.