You can pause the SLA timer on a ticket when work is on hold for reasons outside your team's control, such as waiting on the requester or a vendor. Pausing the timer means the waiting time doesn't count against your SLA.
Pause the SLA timer on a ticket
Go to Tickets > Ticket Board or Tickets > My Tickets, then open the ticket.
Select the three-dot menu (•••) in the top-right corner of the ticket.
Select Pause SLA Timer.