# Ticket SLAs

SLAs can be as short as 15 minutes or as long as 10 working days (two weeks). Time spent outside of [working hours](https://docs.wrangle.io/account-administration/working-hours) will not count against your SLAs, nor will time spent in the `On Hold` status.

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2Fdrb2Ad8alFFMz3KZATVP%2Fslas.avif?alt=media&#x26;token=83d503b0-3b52-48ea-a3af-a619846e1c4c" alt=""><figcaption></figcaption></figure>

Once an SLA has been breached, Wrangle will at-mention your inbox agents in the ticket thread.&#x20;

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FRsD6ofwkWWEqUIVqSSLG%2Fsla_breach.avif?alt=media&#x26;token=ac41bec4-35e4-4968-8ab5-b2a2892c0c62" alt=""><figcaption></figcaption></figure>