How do I create multiple SLAs for teams in different countries or time zones using Hubspot Service Hub?

First, make sure you've signed up for a Super SLA account and connected it to Hubspot.

1. Next, configure your Business Hours by clicking `Settings > Business Hours`.

Here, you can customize the working days or hours for your team, or even add holidays. Whenever you create an SLA Rule or Alert using "Business" hours, one of these locations will apply.

The location marked with "(Default)" will be the location that applies to any tickets that aren't specifically configured.

2. Now you can configure your second location. Simply open the "Location" drop down and choose "Add new location..."

3. Give your location a meaningful name (for instance, "EMEA Team" or "Berlin Office") and click "Create location". You can now configure your business hours in the same way you did for your Primary location.

4. Next, you need to tell Super SLA which locations should apply to which tickets. You can do this by Pipeline or Company. To associate all tickets in a particular Pipeline, click "Pipelines" in the sidebar then "Edit" next to the Pipeline you'd like to change.

For a particular company (for instance, if your SLA is with the German Division of Netflix), choose "Companies" in the sidebar, then "Edit" next to the company you'd like to change the location for.

Nice work! Now any tickets that arrive from Netflix will be treated under the "Europe" set of Business Hours, and any tickets on the "Support Pipeline" will use the "Sydney Office" hours.

(NB: If you have a Pipeline AND a Company location set for a ticket, the Company location will take precedence)