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.
Use the STC status 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. Manage whether an SLA uses STC by selecting the Allow "Stop the Clock" check box under Advanced Options in the SLA form.