We are using the latest build of SD+

We have the following SLA:

If priority is set to high, request should be resolved in 4 hours.

The problem is as follows. Call comes in at 8AM. SLA is applied and call should be resolved by 12noon (4 hours).

The technician puts the call on hold (stops timer) as we are waiting on the user. At 1pm the timer is started and immediately the call is flagged as overdue. The way we want this to work is as follows:

8AM call opened and SLA sets due time to 12noon (4 hours)

9AM call put on hold (3 hours left on timer)

1PM call put on open (timer starts and should add 3 hours to time to resolve which is now 4PM)

Am I missing something? Is there a way to do this? Otherwise I am not sure what placing a call on hold is for.

Thanks