This is a big issue for us and constantly comes up with our managers and users. When you place an action or a ticket on Pause it does not visibly stop the clock for the user. Only when you choose Pause + "Wait for more information" option, is the time left in the SLA when you went on Pause added on to the Due Date i.e. the Due date is recalculated .... when you come off Pause.

This is a very difficult concept for users/managers to accept as they watch the due date of Paused work items go green->amber->red through no fault of theirs while they are waiting for documentation etc from another source.