How many timers are there?  Is there one for the SLA, and one for time spent on a request?  Or is there just one timer used for both, the time the request was opened to resolved and for the SLA?  For example:

 

1:00 Request is submitted.

2:00 Status is changed to Onhold, stopping the timer.

4:00 Status is changed to Open, starting the timer.

 

Now, it has been 3 hours since the request had been submitted, but the timer has recorded 1 hour.

 

Which time governs the SLA?  The 3 hours or the 1 hour?

 

Does the DueByDate change depending on the timer stopping and starting?  Or is it a "computed when composed" field?

 

 

Thank you much for your help!