Rick Kadlac

This is also an issue for us. We make use of on-hold for bugs that will be worked on soon and if the customer responds back with a comment like: "Thanks for letting me know" or "That's great" it will negatively affect their SLA metrics. 

Giving the option to pause the SLA for the "on-hold" status in a way similar to the "pending" status seems like the lowest lift (from the ZD engineering standpoint) to be able to resolve this.

SLA metrics are inaccurate until this is a feature.