Let's say that your Customer is in the United States of America, but you are based in New York, but your Customer is in Los Angeles. You can set them up with an Area/Client of "Customer A" with a Site of Los Angeles, California.
You bill at the "Customer A" level, and the UTC zone is set at the "Los Angeles, California" level.
But let's say that Customer A doesn't only have a site in Los Angeles (PST or UTC-8), but also has one based in New York (EST or UTC-5). You still charge "Customer A" for all of the work, but your Service Level Agreement (SLA) with Customer A is to support them from 9am-5pm, Monday thru Friday. The New York office starts work three hours before the LA office does. NetHelpDesk takes care of this in the background, so your teams just carry out their work.
Specify at the "Los Angeles" level UTC-8, and at New York level UTC-5, and NetHelpDesk will take care of the SLA calculations for you. Even if you have teams who all start works in shifts, at different times, in your central location of Denver, Colorado (CST or UTC-6).
Even if their New York Office works completely different hours to the Los Angeles office, NetHelpDesk allows you to set the SLA at the site level too. See the separate page on this website that delves deeper into SLAs HERE.
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.