Tim Schiller

We have managed to work around this fairly simply. We have an additional field called "On-hold reason". It has a number of typical reasons, "Waiting for development", "Waiting for scheduled meeting", etc...

On our main SLAs we have this setup:

 

We have 2 SLA policies, one for VIPs and one for everyone else. But the On-Hold condition is the same on both. 

The other piece of this is a simple trigger. If any ticket goes from On-Hold, to any other status, simply clear the "On-Hold reason". Then the SLAs get picked up again.