We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

To turn off the SLA on one particular status, please navigate to Admin -> Workflows ->Ticket Fields -> and click on Status.

On the dialog box that contains the properties, you will find an option to turn ON/OFF the SLA timers for each status. Kindly turn off for the ones you do not want the timer to run.