> 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

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="/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>