How to stop the sla time of a service ticket

Hello Folks,

Is there a way to stop or pause the sla counting time of a service ticket?

I have a scenario, where I get a service ticket, and I have to stop the sla counting time, because I need a response from a third person, not involved at that time.

I´m using webclient, and my guess, is, there something realted to status, sla and actions, but not sure about.

Could somebody give me some advise or a clue about it?

Answers will be rewarded.

thanks in advance,

Luiz David