Do we need to adjust SLAs when daylight savings occurs?
Service Level Agreements, SLA, TZ_INTERFACE, Time zone
Oracle Service Cloud
Service Level Agreements (SLA) do not need to be updated due to daylight savings. The product handles time changes for timezones where daylight savings time or summer time changes occur.
However, the SLAs are not automatically changed for time zone settings (such as GMT-7) as those time zone settings do not take seasonal changes into account.
If your location changes time seasonally you must use a named timezone which take seasonal changes into account.
Examples of seasonally changing time zone values: City/Country TZ_INTERFACE New York City, USA EST5EDT Houston, USA CST6CD Denver, USA MST7MDT Los Angeles, USA PST8PDT Munich, Germany Europe/Berlin Hong Kong, China Asia/Hong_Kong Perth, Australia Australia/Perth Sydney, Australia Australia/Sydney Santiago, Chile America/Santiago Tel Aviv, Israel Israel
We do not recommend using a GMT+- timezone if you have seasonal changes dues to daylight savings or summer time. If we get a request to change from GMT+1 to GMT+2 for a seasonal change we will ask that you change to a named timezone instead. After a change of the TZ_INTERFACE configuration value (a hidden setting) you may have to reapply your SLAs.
For more information and how to request a setting change, refer to Answer ID 605: Setting the time zone in Oracle Service Cloud. This answer also discusses additional considerations to take into account when thinking about a time zone change.