A response can be suspended and be adapted to the resolution counter.
Example: A request is entered at 2 am, out of the time slot. You call your customer at 9.42 am to ask for more information but nobody answers. To avoid counter time exceeding, you must suspend the response until someones answers. When you get the answer, you can start the response again.
The suspension can be done via a support request or response record sheet.
Note: the time lost due to the suspension (calculated on the request action schedules) is taken in to account to recalculate the due dates and is added to the request suspension time.