Final answer:
Time in a Pending/Client Action Required status does not usually count toward SLA time. This is because the service provider needs client interaction to proceed. The SLA clock resumes once the client responds or takes necessary action.
Step-by-step explanation:
The statement that time while a ticket is in a Pending / Client Action Required status counts toward the allowed Service Level Agreement (SLA) time is generally false. Most SLA policies stipulate that the clock stops on the response or resolution times when an issue is awaiting client action or is in a pending status. This is because the service provider cannot advance the resolution of the ticket without the required client interaction. Once the client provides the necessary information or takes the required action, the SLA timer typically resumes.