[itsm] Otrs and frozen ticket

Hi, I use Otrs since many month and i want to use a new function but i don't Know if exist. Is it possible to frozen a ticket who frozen the sla too? For example in a ticket open by a customer at 02:00 PM with a 1 hour sla, i want to frozen sla when i request information to customer. Sla restart when customer reply. Thanks by advance for you reply. Send with my iPhone