This happens on the Service tab in the system settings by setting the Disable SLA option to yes. On the one hand, SLAs are the first step to creating key performance indicators (KPIs) and then tracking performance from these PCCs. Of course, your support employees simply see KPIs as a timer on registration forms that indicate the time remaining up to (or the time elapsed since) of the time required (or allocated) to respond to a support request. On the other hand, slAs can also allow CRM users to stop the KPI timer based on the status of the support request. For example, if a service employee cannot continue until the customer provides additional information, the timer may be stopped with the status reason “Pending” until the status reason changes.