Stop the Clock

Stop the Clock (STC) is a feature in OOTB SLA calculations that allows the technician to pause the SLA clock while the ticket is in Pending status.

The STC status is used when the technician is waiting on information from the customer, the customer is unavailable, the ticket requires completion of a Change Request, or other reasons. It may be appropriate to allow this time to delay the SLA deadline, depending on the urgency of the SLA. You can manage whether a SLA uses STC by checking the Allow "Stop the Clock" checkbox under Advanced Options in the SLA form.