> For the complete documentation index, see [llms.txt](https://docs.wrangle.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.wrangle.io/~/revisions/e6VuSVo8BqJYP35xOoa4/tickets/setting-up-your-inbox/ticket-slas.md).

# Ticket SLAs

Use ticket SLAs to enforce both first response time and ticket resolution time.

SLAs can be as short as 15 minutes or as long as 10 working days (two weeks). Time spent outside of [working hours](/~/revisions/e6VuSVo8BqJYP35xOoa4/account-administration/working-hours.md) 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&amp;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&amp;token=ac41bec4-35e4-4968-8ab5-b2a2892c0c62" alt=""><figcaption></figcaption></figure>