# 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](/account-administration/working-hours.md) will not count against your SLAs, nor will time spent in the `On Hold` status.

<figure><img src="/files/S7PfRFlPQ3Lzxssm9qiQ" 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="/files/1FBfm2JaLNC7y1RsXtPU" alt=""><figcaption></figcaption></figure>


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# Agent Instructions: Querying This Documentation

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Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
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```

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Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.