"Open onhold requests upon requester's reply?" is a good feature but it seem it has a bad limitation.  Let me give you an example.  We have an SLA set to resolve a request within 24 hours.  We have a custom Status set "Awaiting Response" with Stop timer.   A ticket is created by a user, ticket was replied and status is set to Awaiting Response.  But, if someone replies after 24 hours, this feature will change the status to Open and it also breach the resolution SLA and makes the technicians look bad in front the managers.  

So, is it a limitation of the feature or a bug or this how it supposed to work?