diff --git a/erpnext/patches.txt b/erpnext/patches.txt
index a0707b77ca7..db9610b62ba 100644
--- a/erpnext/patches.txt
+++ b/erpnext/patches.txt
@@ -697,3 +697,4 @@ execute:frappe.rename_doc("Desk Page", "Loan Management", "Loan", force=True)
 erpnext.patches.v12_0.update_uom_conversion_factor
 erpnext.patches.v13_0.delete_old_purchase_reports
 erpnext.patches.v12_0.set_italian_import_supplier_invoice_permissions
+erpnext.patches.v13_0.update_sla_enhancements
\ No newline at end of file
diff --git a/erpnext/patches/v13_0/update_sla_enhancements.py b/erpnext/patches/v13_0/update_sla_enhancements.py
new file mode 100644
index 00000000000..c156ba95772
--- /dev/null
+++ b/erpnext/patches/v13_0/update_sla_enhancements.py
@@ -0,0 +1,93 @@
+# Copyright (c) 2018, Frappe and Contributors
+# License: GNU General Public License v3. See license.txt
+
+from __future__ import unicode_literals
+
+import frappe
+
+def execute():
+	# add holiday list and employee group fields in SLA
+	# change response and resolution time in priorities child table
+	if frappe.db.exists('DocType', 'Service Level Agreement'):
+		sla_details = frappe.db.get_all('Service Level Agreement', fields=['name', 'service_level'])
+		priorities = frappe.db.get_all('Service Level Priority', fields=['*'], filters={
+			'parenttype': ('in', ['Service Level Agreement', 'Service Level'])
+		})
+
+		frappe.reload_doc('support', 'doctype', 'service_level_agreement')
+		frappe.reload_doc('support', 'doctype', 'pause_sla_on_status')
+		frappe.reload_doc('support', 'doctype', 'service_level_priority')
+		frappe.reload_doc('support', 'doctype', 'service_day')
+
+		for entry in sla_details:
+			values = frappe.db.get_value('Service Level', entry.service_level, ['holiday_list', 'employee_group'])
+			if values:
+				holiday_list = values[0]
+				employee_group = values[1]
+				frappe.db.set_value('Service Level Agreement', entry.name, {
+					'holiday_list': holiday_list,
+					'employee_group': employee_group
+				})
+
+		priority_dict = {}
+
+		for priority in priorities:
+			if priority.parenttype == 'Service Level Agreement':
+				response_time = convert_to_seconds(priority.response_time, priority.response_time_period)
+				resolution_time = convert_to_seconds(priority.resolution_time, priority.resolution_time_period)
+				frappe.db.set_value('Service Level Priority', priority.name, {
+					'response_time': response_time,
+					'resolution_time': resolution_time
+				})
+			if priority.parenttype == 'Service Level':
+				if not priority.parent in priority_dict:
+					priority_dict[priority.parent] = []
+				priority_dict[priority.parent].append(priority)
+
+
+		# copy Service Levels to Service Level Agreements
+		sl = [entry.service_level for entry in sla_details]
+		if frappe.db.exists('DocType', 'Service Level'):
+			service_levels = frappe.db.get_all('Service Level', filters={'service_level': ('not in', sl)}, fields=['*'])
+			for entry in service_levels:
+				sla = frappe.new_doc('Service Level Agreement')
+				sla.service_level = entry.service_level
+				sla.holiday_list = entry.holiday_list
+				sla.employee_group = entry.employee_group
+				sla.flags.ignore_validate = True
+				sla = sla.insert(ignore_mandatory=True)
+
+				frappe.db.sql("""
+					UPDATE
+						`tabService Day`
+					SET
+						parent = %(new_parent)s , parentfield = 'support_and_resolution', parenttype = 'Service Level Agreement'
+					WHERE
+						parent = %(old_parent)s
+				""", {'new_parent': sla.name, 'old_parent': entry.name}, as_dict = 1)
+
+				priority_list = priority_dict.get(entry.name)
+				if priority_list:
+					sla = frappe.get_doc('Service Level Agreement', sla.name)
+					for priority in priority_list:
+						row = sla.append('priorities', {
+							'priority': priority.priority,
+							'default_priority': priority.default_priority,
+							'response_time': convert_to_seconds(priority.response_time, priority.response_time_period),
+							'resolution_time': convert_to_seconds(priority.resolution_time, priority.resolution_time_period)
+						})
+						row.db_update()
+					sla.db_update()
+
+	frappe.delete_doc_if_exists('DocType', 'Service Level')
+
+
+def convert_to_seconds(value, unit):
+	seconds = 0
+	if unit == "Hour":
+		seconds = value * 3600
+	if unit == "Day":
+		seconds = value * 3600 * 24
+	if unit == "Week":
+		seconds = value * 3600 * 24 * 7
+	return seconds
diff --git a/erpnext/setup/install.py b/erpnext/setup/install.py
index e666a41f300..74ff0ecfd8f 100644
--- a/erpnext/setup/install.py
+++ b/erpnext/setup/install.py
@@ -105,3 +105,4 @@ def add_company_to_session_defaults():
 		"ref_doctype": "Company"
 	})
 	settings.save()
+
diff --git a/erpnext/support/desk_page/support/support.json b/erpnext/support/desk_page/support/support.json
index a3fe72d0519..b1ad7c8aa0a 100644
--- a/erpnext/support/desk_page/support/support.json
+++ b/erpnext/support/desk_page/support/support.json
@@ -13,7 +13,7 @@
   {
    "hidden": 0,
    "label": "Service Level Agreement",
-   "links": "[\n    {\n        \"description\": \"Service Level.\",\n        \"label\": \"Service Level\",\n        \"name\": \"Service Level\",\n        \"type\": \"doctype\"\n    },\n    {\n        \"description\": \"Service Level Agreement.\",\n        \"label\": \"Service Level Agreement\",\n        \"name\": \"Service Level Agreement\",\n        \"type\": \"doctype\"\n    }\n]"
+   "links": "[\n    {\n        \"description\": \"Service Level Agreement.\",\n        \"label\": \"Service Level Agreement\",\n        \"name\": \"Service Level Agreement\",\n        \"type\": \"doctype\"\n    }\n]"
   },
   {
    "hidden": 0,
@@ -43,7 +43,7 @@
  "idx": 0,
  "is_standard": 1,
  "label": "Support",
- "modified": "2020-05-28 13:51:23.869954",
+ "modified": "2020-06-04 11:54:56.124219",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Support",
@@ -65,8 +65,8 @@
    "type": "DocType"
   },
   {
-   "label": "Service Level",
-   "link_to": "Service Level",
+   "label": "Service Level Agreement",
+   "link_to": "Service Level Agreement",
    "type": "DocType"
   }
  ]
diff --git a/erpnext/support/doctype/issue/issue.js b/erpnext/support/doctype/issue/issue.js
index bad40cc37fc..e7e5bd312bc 100644
--- a/erpnext/support/doctype/issue/issue.js
+++ b/erpnext/support/doctype/issue/issue.js
@@ -38,10 +38,35 @@ frappe.ui.form.on("Issue", {
 	},
 
 	refresh: function (frm) {
-
 		if (frm.doc.status !== "Closed" && frm.doc.agreement_fulfilled === "Ongoing") {
 			if (frm.doc.service_level_agreement) {
-				set_time_to_resolve_and_response(frm);
+				frappe.call({
+					'method': 'frappe.client.get',
+					args: {
+						doctype: 'Service Level Agreement',
+						name: frm.doc.service_level_agreement
+					},
+					callback: function(data) {
+						let statuses = data.message.pause_sla_on;
+						const hold_statuses = [];
+						$.each(statuses, (_i, entry) => {
+							hold_statuses.push(entry.status);
+						});
+						if (hold_statuses.includes(frm.doc.status)) {
+							frm.dashboard.clear_headline();
+							let message = {"indicator": "orange", "msg": __("SLA is on hold since {0}", [moment(frm.doc.on_hold_since).fromNow(true)])};
+							frm.dashboard.set_headline_alert(
+								'<div class="row">' +
+									'<div class="col-xs-12">' +
+										'<span class="indicator whitespace-nowrap '+ message.indicator +'"><span>'+ message.msg +'</span></span> ' +
+									'</div>' +
+								'</div>'
+							);
+						} else {
+							set_time_to_resolve_and_response(frm);
+						}
+					}
+				});
 			}
 
 			frm.add_custom_button(__("Close"), function () {
@@ -55,6 +80,7 @@ frappe.ui.form.on("Issue", {
 					frm: frm
 				});
 			}, __("Make"));
+
 		} else {
 			if (frm.doc.service_level_agreement) {
 				frm.dashboard.clear_headline();
diff --git a/erpnext/support/doctype/issue/issue.json b/erpnext/support/doctype/issue/issue.json
index c12cef4a5f3..6525ab27d30 100644
--- a/erpnext/support/doctype/issue/issue.json
+++ b/erpnext/support/doctype/issue/issue.json
@@ -31,9 +31,13 @@
   "resolution_by",
   "resolution_by_variance",
   "service_level_agreement_creation",
+  "on_hold_since",
+  "total_hold_time",
   "response",
   "mins_to_first_response",
   "first_responded_on",
+  "column_break_26",
+  "avg_response_time",
   "additional_info",
   "lead",
   "contact",
@@ -50,7 +54,9 @@
   "resolution_date",
   "content_type",
   "attachment",
-  "via_customer_portal"
+  "via_customer_portal",
+  "resolution_time",
+  "user_resolution_time"
  ],
  "fields": [
   {
@@ -114,7 +120,7 @@
    "no_copy": 1,
    "oldfieldname": "status",
    "oldfieldtype": "Select",
-   "options": "Open\nReplied\nHold\nClosed",
+   "options": "Open\nReplied\nHold\nResolved\nClosed",
    "search_index": 1
   },
   {
@@ -161,6 +167,7 @@
    "options": "Service Level Agreement"
   },
   {
+   "depends_on": "eval: doc.status != 'Replied';",
    "fieldname": "response_by",
    "fieldtype": "Datetime",
    "label": "Response By",
@@ -174,6 +181,7 @@
    "read_only": 1
   },
   {
+   "depends_on": "eval: doc.status != 'Replied';",
    "fieldname": "resolution_by",
    "fieldtype": "Datetime",
    "label": "Resolution By",
@@ -328,7 +336,7 @@
    "read_only": 1
   },
   {
-   "depends_on": "eval: doc.service_level_agreement",
+   "depends_on": "eval: doc.service_level_agreement && doc.status != 'Replied';",
    "description": "in hours",
    "fieldname": "response_by_variance",
    "fieldtype": "Float",
@@ -336,7 +344,7 @@
    "read_only": 1
   },
   {
-   "depends_on": "eval: doc.service_level_agreement",
+   "depends_on": "eval: doc.service_level_agreement && doc.status != 'Replied';",
    "description": "in hours",
    "fieldname": "resolution_by_variance",
    "fieldtype": "Float",
@@ -362,12 +370,48 @@
    "label": "Issue Split From",
    "options": "Issue",
    "read_only": 1
+  },
+  {
+   "fieldname": "column_break_26",
+   "fieldtype": "Column Break"
+  },
+  {
+   "bold": 1,
+   "fieldname": "avg_response_time",
+   "fieldtype": "Duration",
+   "label": "Average Response Time",
+   "read_only": 1
+  },
+  {
+   "fieldname": "resolution_time",
+   "fieldtype": "Duration",
+   "label": "Resolution Time",
+   "read_only": 1
+  },
+  {
+   "fieldname": "user_resolution_time",
+   "fieldtype": "Duration",
+   "label": "User Resolution Time",
+   "read_only": 1
+  },
+  {
+   "fieldname": "on_hold_since",
+   "fieldtype": "Datetime",
+   "hidden": 1,
+   "label": "On Hold Since",
+   "read_only": 1
+  },
+  {
+   "fieldname": "total_hold_time",
+   "fieldtype": "Duration",
+   "label": "Total Hold Time",
+   "read_only": 1
   }
  ],
  "icon": "fa fa-ticket",
  "idx": 7,
  "links": [],
- "modified": "2020-03-13 02:19:49.477928",
+ "modified": "2020-06-10 12:47:37.146914",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Issue",
@@ -395,4 +439,4 @@
  "title_field": "subject",
  "track_changes": 1,
  "track_seen": 1
-}
+}
\ No newline at end of file
diff --git a/erpnext/support/doctype/issue/issue.py b/erpnext/support/doctype/issue/issue.py
index 117267f1a42..883e603fd31 100644
--- a/erpnext/support/doctype/issue/issue.py
+++ b/erpnext/support/doctype/issue/issue.py
@@ -7,7 +7,7 @@ import json
 from frappe import _
 from frappe import utils
 from frappe.model.document import Document
-from frappe.utils import now, time_diff_in_hours, now_datetime, getdate, get_weekdays, add_to_date, today, get_time, get_datetime
+from frappe.utils import time_diff_in_hours, now_datetime, getdate, get_weekdays, add_to_date, today, get_time, get_datetime, time_diff_in_seconds, time_diff
 from datetime import datetime, timedelta
 from frappe.model.mapper import get_mapped_doc
 from frappe.utils.user import is_website_user
@@ -47,8 +47,8 @@ class Issue(Document):
 				self.contact = frappe.db.get_value("Contact", {"email_id": email_id})
 
 				if self.contact:
-					contact = frappe.get_doc('Contact', self.contact)
-					self.customer = contact.get_link_for('Customer')
+					contact = frappe.get_doc("Contact", self.contact)
+					self.customer = contact.get_link_for("Customer")
 
 			if not self.company:
 				self.company = frappe.db.get_value("Lead", self.lead, "company") or \
@@ -56,18 +56,70 @@ class Issue(Document):
 
 	def update_status(self):
 		status = frappe.db.get_value("Issue", self.name, "status")
-		if self.status!="Open" and status =="Open" and not self.first_responded_on:
+		if self.status != "Open" and status == "Open" and not self.first_responded_on:
 			self.first_responded_on = frappe.flags.current_time or now_datetime()
 
-		if self.status=="Closed" and status !="Closed":
+		if self.status in ["Closed", "Resolved"] and status not in ["Resolved", "Closed"]:
 			self.resolution_date = frappe.flags.current_time or now_datetime()
 			if frappe.db.get_value("Issue", self.name, "agreement_fulfilled") == "Ongoing":
 				set_service_level_agreement_variance(issue=self.name)
 				self.update_agreement_status()
+			set_resolution_time(issue=self)
+			set_user_resolution_time(issue=self)
 
-		if self.status=="Open" and status !="Open":
+		if self.status == "Open" and status != "Open":
 			# if no date, it should be set as None and not a blank string "", as per mysql strict config
 			self.resolution_date = None
+			self.reset_issue_metrics()
+			# enable SLA and variance on Reopen
+			self.agreement_fulfilled = "Ongoing"
+			set_service_level_agreement_variance(issue=self.name)
+
+		self.handle_hold_time(status)
+
+	def handle_hold_time(self, status):
+		if self.service_level_agreement:
+			# set response and resolution variance as None as the issue is on Hold for status as Replied
+			pause_sla_on = frappe.db.get_all("Pause SLA On Status", fields=["status"],
+				filters={"parent": self.service_level_agreement})
+			hold_statuses = [entry.status for entry in pause_sla_on]
+			update_values = {}
+
+			if self.status in hold_statuses and status not in hold_statuses:
+				update_values['on_hold_since'] = frappe.flags.current_time or now_datetime()
+				if not self.first_responded_on:
+					update_values['response_by'] = None
+					update_values['response_by_variance'] = 0
+				update_values['resolution_by'] = None
+				update_values['resolution_by_variance'] = 0
+
+			# calculate hold time when status is changed from Replied to any other status
+			if self.status not in hold_statuses and status in hold_statuses:
+				hold_time = self.total_hold_time if self.total_hold_time else 0
+				now_time = frappe.flags.current_time or now_datetime()
+				update_values['total_hold_time'] = hold_time + time_diff_in_seconds(now_time, self.on_hold_since)
+
+			# re-calculate SLA variables after issue changes from Replied to Open
+			# add hold time to SLA variables
+			if self.status == "Open" and status in hold_statuses:
+				start_date_time = get_datetime(self.service_level_agreement_creation)
+				priority = get_priority(self)
+				now_time = frappe.flags.current_time or now_datetime()
+				hold_time = time_diff_in_seconds(now_time, self.on_hold_since)
+
+				if not self.first_responded_on:
+					response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
+					update_values['response_by'] = add_to_date(response_by, seconds=round(hold_time))
+					response_by_variance = round(time_diff_in_hours(self.response_by, now_time))
+					update_values['response_by_variance'] = response_by_variance + (hold_time // 3600)
+
+				resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
+				update_values['resolution_by'] = add_to_date(resolution_by, seconds=round(hold_time))
+				resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_time))
+				update_values['resolution_by_variance'] = resolution_by_variance + (hold_time // 3600)
+				update_values['on_hold_since'] = None
+
+			self.db_set(update_values)
 
 	def update_agreement_status(self):
 		if self.service_level_agreement and self.agreement_fulfilled == "Ongoing":
@@ -128,6 +180,7 @@ class Issue(Document):
 			replicated_issue.response_by_variance = None
 			replicated_issue.resolution_by = None
 			replicated_issue.resolution_by_variance = None
+			replicated_issue.reset_issue_metrics()
 
 		frappe.get_doc(replicated_issue).insert()
 
@@ -137,7 +190,7 @@ class Issue(Document):
 		communications = frappe.get_all("Communication",
 			filters={"reference_doctype": "Issue",
 				"reference_name": comm_to_split_from.reference_name,
-				"creation": ('>=', comm_to_split_from.creation)})
+				"creation": (">=", comm_to_split_from.creation)})
 
 		for communication in communications:
 			doc = frappe.get_doc("Communication", communication.name)
@@ -173,20 +226,15 @@ class Issue(Document):
 		self.service_level_agreement = service_level_agreement.name
 		self.priority = service_level_agreement.default_priority if not priority else priority
 
-		service_level_agreement = frappe.get_doc("Service Level Agreement", service_level_agreement.name)
-		priority = service_level_agreement.get_service_level_agreement_priority(self.priority)
-		priority.update({
-			"support_and_resolution": service_level_agreement.support_and_resolution,
-			"holiday_list": service_level_agreement.holiday_list
-		})
+		priority = get_priority(self)
 
 		if not self.creation:
 			self.creation = now_datetime()
 			self.service_level_agreement_creation = now_datetime()
 
 		start_date_time = get_datetime(self.service_level_agreement_creation)
-		self.response_by = get_expected_time_for(parameter='response', service_level=priority, start_date_time=start_date_time)
-		self.resolution_by = get_expected_time_for(parameter='resolution', service_level=priority, start_date_time=start_date_time)
+		self.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
+		self.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
 
 		self.response_by_variance = round(time_diff_in_hours(self.response_by, now_datetime()))
 		self.resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_datetime()))
@@ -221,36 +269,41 @@ class Issue(Document):
 		self.agreement_fulfilled = "Ongoing"
 		self.save()
 
+	def reset_issue_metrics(self):
+		self.db_set("resolution_time", None)
+		self.db_set("user_resolution_time", None)
+
+
+def get_priority(issue):
+	service_level_agreement = frappe.get_doc("Service Level Agreement", issue.service_level_agreement)
+	priority = service_level_agreement.get_service_level_agreement_priority(issue.priority)
+	priority.update({
+		"support_and_resolution": service_level_agreement.support_and_resolution,
+		"holiday_list": service_level_agreement.holiday_list
+	})
+	return priority
+
+
 def get_expected_time_for(parameter, service_level, start_date_time):
 	current_date_time = start_date_time
 	expected_time = current_date_time
 	start_time = None
 	end_time = None
 
-	# lets assume response time is in days by default
-	if parameter == 'response':
-		allotted_days = service_level.get("response_time")
-		time_period = service_level.get("response_time_period")
-	elif parameter == 'resolution':
-		allotted_days = service_level.get("resolution_time")
-		time_period = service_level.get("resolution_time_period")
+	if parameter == "response":
+		allotted_seconds = service_level.get("response_time")
+	elif parameter == "resolution":
+		allotted_seconds = service_level.get("resolution_time")
 	else:
 		frappe.throw(_("{0} parameter is invalid").format(parameter))
 
-	allotted_hours = 0
-	if time_period == 'Hour':
-		allotted_hours = allotted_days
-		allotted_days = 0
-	elif time_period == 'Week':
-		allotted_days *= 7
-
-	expected_time_is_set = 1 if allotted_days == 0 and time_period in ['Day', 'Week'] else 0
+	expected_time_is_set = 0
 
 	support_days = {}
 	for service in service_level.get("support_and_resolution"):
 		support_days[service.workday] = frappe._dict({
-			'start_time': service.start_time,
-			'end_time': service.end_time,
+			"start_time": service.start_time,
+			"end_time": service.end_time,
 		})
 
 	holidays = get_holidays(service_level.get("holiday_list"))
@@ -264,25 +317,22 @@ def get_expected_time_for(parameter, service_level, start_date_time):
 				if getdate(current_date_time) == getdate(start_date_time) and get_time_in_timedelta(current_date_time.time()) > support_days[current_weekday].start_time \
 				else support_days[current_weekday].start_time
 			end_time = support_days[current_weekday].end_time
-			time_left_today = time_diff_in_hours(end_time, start_time)
+			time_left_today = time_diff_in_seconds(end_time, start_time)
 
 			# no time left for support today
-			if time_left_today < 0: pass
-			elif time_period == 'Hour':
-				if time_left_today >= allotted_hours:
+			if time_left_today <= 0: pass
+			elif allotted_seconds:
+				if time_left_today >= allotted_seconds:
 					expected_time = datetime.combine(getdate(current_date_time), get_time(start_time))
-					expected_time = add_to_date(expected_time, hours=allotted_hours)
+					expected_time = add_to_date(expected_time, seconds=allotted_seconds)
 					expected_time_is_set = 1
 				else:
-					allotted_hours = allotted_hours - time_left_today
-			else:
-				allotted_days -= 1
-				expected_time_is_set = allotted_days <= 0
+					allotted_seconds = allotted_seconds - time_left_today
 
 		if not expected_time_is_set:
 			current_date_time = add_to_date(current_date_time, days=1)
 
-	if end_time and time_period != 'Hour':
+	if end_time and allotted_seconds >= 86400:
 		current_date_time = datetime.combine(getdate(current_date_time), get_time(end_time))
 	else:
 		current_date_time = expected_time
@@ -311,6 +361,36 @@ def set_service_level_agreement_variance(issue=None):
 			if variance < 0:
 				frappe.db.set_value(dt="Issue", dn=doc.name, field="agreement_fulfilled", val="Failed", update_modified=False)
 
+
+def set_resolution_time(issue):
+	# total time taken from issue creation to closing
+	resolution_time = time_diff_in_seconds(issue.resolution_date, issue.creation)
+	issue.db_set("resolution_time", resolution_time)
+
+
+def set_user_resolution_time(issue):
+	# total time taken by a user to close the issue apart from wait_time
+	communications = frappe.get_list("Communication", filters={
+			"reference_doctype": issue.doctype,
+			"reference_name": issue.name
+		},
+		fields=["sent_or_received", "name", "creation"],
+		order_by="creation"
+	)
+
+	pending_time = []
+	for i in range(len(communications)):
+		if communications[i].sent_or_received == "Received" and communications[i-1].sent_or_received == "Sent":
+			wait_time = time_diff_in_seconds(communications[i].creation, communications[i-1].creation)
+			if wait_time > 0:
+				pending_time.append(wait_time)
+
+	total_pending_time = sum(pending_time)
+	resolution_time_in_secs = time_diff_in_seconds(issue.resolution_date, issue.creation)
+	user_resolution_time = resolution_time_in_secs - total_pending_time
+	issue.db_set("user_resolution_time", user_resolution_time)
+
+
 def get_list_context(context=None):
 	return {
 		"title": _("Issues"),
@@ -318,7 +398,7 @@ def get_list_context(context=None):
 		"row_template": "templates/includes/issue_row.html",
 		"show_sidebar": True,
 		"show_search": True,
-		'no_breadcrumbs': True
+		"no_breadcrumbs": True
 	}
 
 
@@ -326,12 +406,12 @@ def get_issue_list(doctype, txt, filters, limit_start, limit_page_length=20, ord
 	from frappe.www.list import get_list
 
 	user = frappe.session.user
-	contact = frappe.db.get_value('Contact', {'user': user}, 'name')
+	contact = frappe.db.get_value("Contact", {"user": user}, "name")
 	customer = None
 
 	if contact:
-		contact_doc = frappe.get_doc('Contact', contact)
-		customer = contact_doc.get_link_for('Customer')
+		contact_doc = frappe.get_doc("Contact", contact)
+		customer = contact_doc.get_link_for("Customer")
 
 	ignore_permissions = False
 	if is_website_user():
diff --git a/erpnext/support/doctype/issue/test_issue.py b/erpnext/support/doctype/issue/test_issue.py
index 7a5e3e300db..a0048432705 100644
--- a/erpnext/support/doctype/issue/test_issue.py
+++ b/erpnext/support/doctype/issue/test_issue.py
@@ -10,10 +10,13 @@ import datetime
 from datetime import timedelta
 
 class TestIssue(unittest.TestCase):
-	def test_response_time_and_resolution_time_based_on_different_sla(self):
+	def setUp(self):
+		frappe.db.sql("delete from `tabService Level Agreement`")
+		frappe.db.sql("delete from `tabEmployee`")
 		frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
 		create_service_level_agreements_for_issues()
 
+	def test_response_time_and_resolution_time_based_on_different_sla(self):
 		creation = datetime.datetime(2019, 3, 4, 12, 0)
 
 		# make issue with customer specific SLA
@@ -72,8 +75,67 @@ class TestIssue(unittest.TestCase):
 
 		self.assertEqual(issue.agreement_fulfilled, 'Fulfilled')
 
-def make_issue(creation=None, customer=None, index=0):
+	def test_issue_metrics(self):
+		creation = datetime.datetime(2020, 3, 4, 4, 0)
 
+		issue = make_issue(creation, index=1)
+		create_communication(issue.name, "test@example.com", "Received", creation)
+
+		creation = datetime.datetime(2020, 3, 4, 4, 15)
+		create_communication(issue.name, "test@admin.com", "Sent", creation)
+
+		creation = datetime.datetime(2020, 3, 4, 5, 0)
+		create_communication(issue.name, "test@example.com", "Received", creation)
+
+		creation = datetime.datetime(2020, 3, 4, 5, 5)
+		create_communication(issue.name, "test@admin.com", "Sent", creation)
+
+		frappe.flags.current_time = datetime.datetime(2020, 3, 4, 5, 5)
+		issue.reload()
+		issue.status = 'Closed'
+		issue.save()
+
+		self.assertEqual(issue.avg_response_time, 600)
+		self.assertEqual(issue.resolution_time, 3900)
+		self.assertEqual(issue.user_resolution_time, 1200)
+
+	def test_hold_time_on_replied(self):
+		creation = datetime.datetime(2020, 3, 4, 4, 0)
+
+		issue = make_issue(creation, index=1)
+		create_communication(issue.name, "test@example.com", "Received", creation)
+
+		creation = datetime.datetime(2020, 3, 4, 4, 15)
+		create_communication(issue.name, "test@admin.com", "Sent", creation)
+
+		frappe.flags.current_time = datetime.datetime(2020, 3, 4, 4, 15)
+		issue.reload()
+		issue.status = 'Replied'
+		issue.save()
+
+		self.assertEqual(issue.on_hold_since, frappe.flags.current_time)
+
+		creation = datetime.datetime(2020, 3, 4, 5, 0)
+		frappe.flags.current_time = datetime.datetime(2020, 3, 4, 5, 0)
+		create_communication(issue.name, "test@example.com", "Received", creation)
+
+		issue.reload()
+		self.assertEqual(issue.total_hold_time, 2700)
+		self.assertEqual(issue.resolution_by, datetime.datetime(2020, 3, 4, 16, 45))
+
+		creation = datetime.datetime(2020, 3, 4, 5, 5)
+		create_communication(issue.name, "test@admin.com", "Sent", creation)
+
+		frappe.flags.current_time = datetime.datetime(2020, 3, 4, 5, 5)
+		issue.reload()
+		issue.status = 'Closed'
+		issue.save()
+
+		issue.reload()
+		self.assertEqual(issue.total_hold_time, 2700)
+
+
+def make_issue(creation=None, customer=None, index=0):
 	issue = frappe.get_doc({
 		"doctype": "Issue",
 		"subject": "Service Level Agreement Issue {0}".format(index),
@@ -86,6 +148,7 @@ def make_issue(creation=None, customer=None, index=0):
 
 	return issue
 
+
 def create_customer(name, customer_group, territory):
 
 	create_customer_group(customer_group)
@@ -99,6 +162,7 @@ def create_customer(name, customer_group, territory):
 			"territory": territory
 		}).insert(ignore_permissions=True)
 
+
 def create_customer_group(customer_group):
 
 	if not frappe.db.exists("Customer Group", {"customer_group_name": customer_group}):
@@ -107,6 +171,7 @@ def create_customer_group(customer_group):
 			"customer_group_name": customer_group
 		}).insert(ignore_permissions=True)
 
+
 def create_territory(territory):
 
 	if not frappe.db.exists("Territory", {"territory_name": territory}):
@@ -114,3 +179,21 @@ def create_territory(territory):
 			"doctype": "Territory",
 			"territory_name": territory,
 		}).insert(ignore_permissions=True)
+
+
+def create_communication(reference_name, sender, sent_or_received, creation):
+	issue = frappe.get_doc({
+		"doctype": "Communication",
+		"communication_type": "Communication",
+		"communication_medium": "Email",
+		"sent_or_received": sent_or_received,
+		"email_status": "Open",
+		"subject": "Test Issue",
+		"sender": sender,
+		"content": "Test",
+		"status": "Linked",
+		"reference_doctype": "Issue",
+		"creation": creation,
+		"reference_name": reference_name
+	})
+	issue.save()
diff --git a/erpnext/support/doctype/service_level/__init__.py b/erpnext/support/doctype/pause_sla_on_status/__init__.py
similarity index 100%
rename from erpnext/support/doctype/service_level/__init__.py
rename to erpnext/support/doctype/pause_sla_on_status/__init__.py
diff --git a/erpnext/support/doctype/pause_sla_on_status/pause_sla_on_status.json b/erpnext/support/doctype/pause_sla_on_status/pause_sla_on_status.json
new file mode 100644
index 00000000000..5b03f25f489
--- /dev/null
+++ b/erpnext/support/doctype/pause_sla_on_status/pause_sla_on_status.json
@@ -0,0 +1,33 @@
+{
+ "actions": [],
+ "creation": "2020-06-05 13:59:43.265588",
+ "doctype": "DocType",
+ "editable_grid": 1,
+ "engine": "InnoDB",
+ "field_order": [
+  "status"
+ ],
+ "fields": [
+  {
+   "fieldname": "status",
+   "fieldtype": "Select",
+   "in_list_view": 1,
+   "label": "Status",
+   "reqd": 1,
+   "show_days": 1,
+   "show_seconds": 1
+  }
+ ],
+ "istable": 1,
+ "links": [],
+ "modified": "2020-06-05 15:15:29.986608",
+ "modified_by": "Administrator",
+ "module": "Support",
+ "name": "Pause SLA On Status",
+ "owner": "Administrator",
+ "permissions": [],
+ "quick_entry": 1,
+ "sort_field": "modified",
+ "sort_order": "DESC",
+ "track_changes": 1
+}
\ No newline at end of file
diff --git a/erpnext/support/doctype/pause_sla_on_status/pause_sla_on_status.py b/erpnext/support/doctype/pause_sla_on_status/pause_sla_on_status.py
new file mode 100644
index 00000000000..a3b547e4801
--- /dev/null
+++ b/erpnext/support/doctype/pause_sla_on_status/pause_sla_on_status.py
@@ -0,0 +1,10 @@
+# -*- coding: utf-8 -*-
+# Copyright (c) 2020, Frappe Technologies Pvt. Ltd. and contributors
+# For license information, please see license.txt
+
+from __future__ import unicode_literals
+# import frappe
+from frappe.model.document import Document
+
+class PauseSLAOnStatus(Document):
+	pass
diff --git a/erpnext/support/doctype/service_level/service_level.js b/erpnext/support/doctype/service_level/service_level.js
deleted file mode 100644
index abe254bd036..00000000000
--- a/erpnext/support/doctype/service_level/service_level.js
+++ /dev/null
@@ -1,6 +0,0 @@
-// Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and contributors
-// For license information, please see license.txt
-
-frappe.ui.form.on('Service Level', {
-
-});
diff --git a/erpnext/support/doctype/service_level/service_level.json b/erpnext/support/doctype/service_level/service_level.json
deleted file mode 100644
index dced3aa9e90..00000000000
--- a/erpnext/support/doctype/service_level/service_level.json
+++ /dev/null
@@ -1,111 +0,0 @@
-{
- "autoname": "field:service_level",
- "creation": "2018-11-19 12:44:30.407502",
- "doctype": "DocType",
- "editable_grid": 1,
- "engine": "InnoDB",
- "field_order": [
-  "service_level",
-  "employee_group",
-  "column_break_2",
-  "holiday_list",
-  "default_priority",
-  "response_and_resoution_time",
-  "priorities",
-  "section_break_01",
-  "support_and_resolution"
- ],
- "fields": [
-  {
-   "fieldname": "service_level",
-   "fieldtype": "Data",
-   "in_list_view": 1,
-   "label": "Level",
-   "reqd": 1,
-   "unique": 1
-  },
-  {
-   "fieldname": "column_break_2",
-   "fieldtype": "Column Break"
-  },
-  {
-   "fieldname": "holiday_list",
-   "fieldtype": "Link",
-   "in_list_view": 1,
-   "label": "Holiday List (ignored during SLA calculation)",
-   "options": "Holiday List",
-   "reqd": 1
-  },
-  {
-   "fieldname": "employee_group",
-   "fieldtype": "Link",
-   "in_list_view": 1,
-   "label": "Employee Group",
-   "options": "Employee Group"
-  },
-  {
-   "fieldname": "response_and_resoution_time",
-   "fieldtype": "Section Break",
-   "label": "Response and Resoution Time"
-  },
-  {
-   "fieldname": "section_break_01",
-   "fieldtype": "Section Break",
-   "label": "Support Hours"
-  },
-  {
-   "fieldname": "support_and_resolution",
-   "fieldtype": "Table",
-   "label": "Support and Resolution",
-   "options": "Service Day",
-   "reqd": 1
-  },
-  {
-   "fieldname": "priorities",
-   "fieldtype": "Table",
-   "label": "Priorities",
-   "options": "Service Level Priority",
-   "reqd": 1
-  },
-  {
-   "fieldname": "default_priority",
-   "fieldtype": "Link",
-   "label": "Default Priority",
-   "options": "Issue Priority",
-   "read_only": 1
-  }
- ],
- "modified": "2019-06-06 12:58:03.464056",
- "modified_by": "Administrator",
- "module": "Support",
- "name": "Service Level",
- "owner": "Administrator",
- "permissions": [
-  {
-   "create": 1,
-   "delete": 1,
-   "email": 1,
-   "export": 1,
-   "print": 1,
-   "read": 1,
-   "report": 1,
-   "role": "System Manager",
-   "share": 1,
-   "write": 1
-  },
-  {
-   "create": 1,
-   "delete": 1,
-   "email": 1,
-   "export": 1,
-   "print": 1,
-   "read": 1,
-   "report": 1,
-   "role": "All",
-   "share": 1,
-   "write": 1
-  }
- ],
- "sort_field": "modified",
- "sort_order": "DESC"
-}
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level/service_level.py b/erpnext/support/doctype/service_level/service_level.py
deleted file mode 100644
index 89fa25c2338..00000000000
--- a/erpnext/support/doctype/service_level/service_level.py
+++ /dev/null
@@ -1,95 +0,0 @@
-# -*- coding: utf-8 -*-
-# Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and contributors
-# For license information, please see license.txt
-
-from __future__ import unicode_literals
-import frappe
-from frappe import _
-from frappe.model.document import Document
-from datetime import datetime
-from frappe.utils import get_weekdays
-
-class ServiceLevel(Document):
-
-	def validate(self):
-		self.check_priorities()
-		self.check_support_and_resolution()
-
-	def check_priorities(self):
-		default_priority = []
-		priorities = []
-
-		for priority in self.priorities:
-			# Check if response and resolution time is set for every priority
-			if not (priority.response_time or priority.resolution_time):
-				frappe.throw(_("Set Response Time and Resolution for Priority {0} at index {1}.").format(priority.priority, priority.idx))
-
-			priorities.append(priority.priority)
-
-			if priority.default_priority:
-				default_priority.append(priority.default_priority)
-
-			if priority.response_time_period == "Hour":
-				response = priority.response_time * 0.0416667
-			elif priority.response_time_period == "Day":
-				response = priority.response_time
-			elif priority.response_time_period == "Week":
-				response = priority.response_time * 7
-
-			if priority.resolution_time_period == "Hour":
-				resolution = priority.resolution_time * 0.0416667
-			elif priority.resolution_time_period == "Day":
-				resolution = priority.resolution_time
-			elif priority.resolution_time_period == "Week":
-				resolution = priority.resolution_time * 7
-
-			if response > resolution:
-				frappe.throw(_("Response Time for {0} at index {1} can't be greater than Resolution Time.").format(priority.priority, priority.idx))
-
-		# Check if repeated priority
-		if not len(set(priorities)) == len(priorities):
-			repeated_priority = get_repeated(priorities)
-			frappe.throw(_("Priority {0} has been repeated.").format(repeated_priority))
-
-		# Check if repeated default priority
-		if not len(set(default_priority)) == len(default_priority):
-			frappe.throw(_("Select only one Priority as Default."))
-
-		# set default priority from priorities
-		try:
-			self.default_priority = next(d.priority for d in self.priorities if d.default_priority)
-		except Exception:
-			frappe.throw(_("Select a Default Priority."))
-
-	def check_support_and_resolution(self):
-		week = get_weekdays()
-		support_days = []
-
-		for support_and_resolution in self.support_and_resolution:
-			# Check if start and end time is set for every support day
-			if not (support_and_resolution.start_time or support_and_resolution.end_time):
-				frappe.throw(_("Set Start Time and End Time for  \
-					Support Day {0} at index {1}.".format(support_and_resolution.workday, support_and_resolution.idx)))
-
-			support_days.append(support_and_resolution.workday)
-			support_and_resolution.idx = week.index(support_and_resolution.workday) + 1
-
-			if support_and_resolution.start_time >= support_and_resolution.end_time:
-				frappe.throw(_("Start Time can't be greater than or equal to End Time \
-					for {0}.".format(support_and_resolution.workday)))
-
-		# Check for repeated workday
-		if not len(set(support_days)) == len(support_days):
-			repeated_days = get_repeated(support_days)
-			frappe.throw(_("Workday {0} has been repeated.").format(repeated_days))
-
-def get_repeated(values):
-	unique_list = []
-	diff = []
-	for value in values:
-		if value not in unique_list:
-			unique_list.append(str(value))
-		else:
-			if value not in diff:
-				diff.append(str(value))
-	return " ".join(diff)
diff --git a/erpnext/support/doctype/service_level/service_level_dashboard.py b/erpnext/support/doctype/service_level/service_level_dashboard.py
deleted file mode 100644
index 393095e1179..00000000000
--- a/erpnext/support/doctype/service_level/service_level_dashboard.py
+++ /dev/null
@@ -1,12 +0,0 @@
-from frappe import _
-
-def get_data():
-	return {
-		'fieldname': 'service_level',
-		'transactions': [
-			{
-				'label': _('Service Level Agreement'),
-				'items': ['Service Level Agreement']
-			}
-		]
-	}
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level/test_service_level.py b/erpnext/support/doctype/service_level/test_service_level.py
deleted file mode 100644
index 09577df1663..00000000000
--- a/erpnext/support/doctype/service_level/test_service_level.py
+++ /dev/null
@@ -1,149 +0,0 @@
-# -*- coding: utf-8 -*-
-# Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and Contributors
-# See license.txt
-from __future__ import unicode_literals
-from erpnext.hr.doctype.employee_group.test_employee_group import make_employee_group
-from erpnext.support.doctype.issue_priority.test_issue_priority import make_priorities
-
-import frappe
-import unittest
-
-class TestServiceLevel(unittest.TestCase):
-
-	def test_service_level(self):
-		employee_group = make_employee_group()
-		make_holiday_list()
-		make_priorities()
-
-		# Default Service Level
-		test_make_service_level = create_service_level("__Test Service Level", "__Test Holiday List", employee_group, 4, 6)
-		get_make_service_level = get_service_level("__Test Service Level")
-
-		self.assertEqual(test_make_service_level.name, get_make_service_level.name)
-		self.assertEqual(test_make_service_level.holiday_list, get_make_service_level.holiday_list)
-		self.assertEqual(test_make_service_level.employee_group, get_make_service_level.employee_group)
-
-		# Service Level
-		test_make_service_level = create_service_level("_Test Service Level", "__Test Holiday List", employee_group, 2, 3)
-		get_make_service_level = get_service_level("_Test Service Level")
-
-		self.assertEqual(test_make_service_level.name, get_make_service_level.name)
-		self.assertEqual(test_make_service_level.holiday_list, get_make_service_level.holiday_list)
-		self.assertEqual(test_make_service_level.employee_group, get_make_service_level.employee_group)
-
-
-def create_service_level(service_level, holiday_list, employee_group, response_time, resolution_time):
-	sl = frappe.get_doc({
-		"doctype": "Service Level",
-		"service_level": service_level,
-		"holiday_list": holiday_list,
-		"employee_group": employee_group,
-		"priorities": [
-			{
-				"priority": "Low",
-				"response_time": response_time,
-				"response_time_period": "Hour",
-				"resolution_time": resolution_time,
-				"resolution_time_period": "Hour",
-			},
-			{
-				"priority": "Medium",
-				"response_time": response_time,
-				"default_priority": 1,
-				"response_time_period": "Hour",
-				"resolution_time": resolution_time,
-				"resolution_time_period": "Hour",
-			},
-			{
-				"priority": "High",
-				"response_time": response_time,
-				"response_time_period": "Hour",
-				"resolution_time": resolution_time,
-				"resolution_time_period": "Hour",
-			}
-		],
-		"support_and_resolution": [
-			{
-				"workday": "Monday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Tuesday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Wednesday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Thursday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Friday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Saturday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			},
-			{
-				"workday": "Sunday",
-				"start_time": "10:00:00",
-				"end_time": "18:00:00",
-			}
-		]
-	})
-
-	sl_exists = frappe.db.exists("Service Level", {"service_level": service_level})
-
-	if not sl_exists:
-		sl.insert()
-		return sl
-	else:
-		return frappe.get_doc("Service Level", {"service_level": service_level})
-
-def get_service_level(service_level):
-	return frappe.get_doc("Service Level", service_level)
-
-def make_holiday_list():
-	holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")
-	if not holiday_list:
-		now = frappe.utils.now_datetime()
-		holiday_list = frappe.get_doc({
-			"doctype": "Holiday List",
-			"holiday_list_name": "__Test Holiday List",
-			"from_date": "2019-01-01",
-			"to_date": "2019-12-31",
-			"holidays": [
-				{
-					"description": "Test Holiday 1",
-					"holiday_date": "2019-03-05"
-				},
-				{
-					"description": "Test Holiday 2",
-					"holiday_date": "2019-03-07"
-				},
-				{
-					"description": "Test Holiday 3",
-					"holiday_date": "2019-02-11"
-				},
-			]
-		}).insert()
-
-def create_service_level_for_sla():
-	employee_group = make_employee_group()
-	make_holiday_list()
-	make_priorities()
-
-	# Default Service Level
-	create_service_level("__Test Service Level", "__Test Holiday List", employee_group, 4, 6)
-
-	# Service Level
-	create_service_level("_Test Service Level", "__Test Holiday List", employee_group, 2, 3)
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
index 1d486f48346..5346195a396 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
@@ -2,28 +2,15 @@
 // For license information, please see license.txt
 
 frappe.ui.form.on('Service Level Agreement', {
-	service_level: function(frm) {
-		frm.fields_dict.support_and_resolution.grid.remove_all();
-		frappe.call({
-			"method": "frappe.client.get",
-			args: {
-				doctype: "Service Level",
-				name: frm.doc.service_level
-			},
-			callback: function(data){
-				let count = Math.max(data.message.priorities.length, data.message.support_and_resolution.length);
-				let i = 0;
-				while (i < count){
-					if (data.message.priorities[i]) {
-						frm.add_child("priorities", data.message.priorities[i]);
-					}
-					if (data.message.support_and_resolution[i]) {
-						frm.add_child("support_and_resolution", data.message.support_and_resolution[i]);
-					}
-					i++;
-				}
-				frm.refresh();
-			}
+	setup: function(frm) {
+		let allow_statuses = [];
+		const exclude_statuses = ['Open', 'Closed', 'Resolved'];
+
+		frappe.model.with_doctype('Issue', () => {
+			let statuses = frappe.meta.get_docfield('Issue', 'status', frm.doc.name).options;
+			statuses = statuses.split('\n');
+			allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
+			frappe.meta.get_docfield('Pause SLA On Status', 'status', frm.doc.name).options = [''].concat(allow_statuses);
 		});
-	},
-});
+	}
+});
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
index 9a83ca7ac04..939c1999828 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
@@ -1,4 +1,5 @@
 {
+ "actions": [],
  "autoname": "format:SLA-{service_level}-{####}",
  "creation": "2018-12-26 21:08:15.448812",
  "doctype": "DocType",
@@ -6,12 +7,13 @@
  "engine": "InnoDB",
  "field_order": [
   "enable",
+  "section_break_2",
   "service_level",
+  "default_priority",
   "default_service_level_agreement",
-  "holiday_list",
   "column_break_2",
   "employee_group",
-  "default_priority",
+  "holiday_list",
   "entity_section",
   "entity_type",
   "column_break_10",
@@ -21,49 +23,40 @@
   "active",
   "column_break_7",
   "end_date",
+  "section_break_18",
+  "pause_sla_on",
   "response_and_resolution_time_section",
   "priorities",
   "support_and_resolution_section_break",
   "support_and_resolution"
  ],
  "fields": [
-  {
-   "default": "0",
-   "depends_on": "eval: !doc.customer;",
-   "fieldname": "default_service_level_agreement",
-   "fieldtype": "Check",
-   "label": "Default Service Level Agreement"
-  },
   {
    "fieldname": "service_level",
-   "fieldtype": "Link",
+   "fieldtype": "Data",
    "in_list_view": 1,
    "in_standard_filter": 1,
    "label": "Service Level",
-   "options": "Service Level",
    "reqd": 1
   },
   {
-   "fetch_from": "service_level.holiday_list",
    "fieldname": "holiday_list",
    "fieldtype": "Link",
    "label": "Holiday List",
    "options": "Holiday List",
-   "read_only": 1
+   "reqd": 1
   },
   {
    "fieldname": "column_break_2",
    "fieldtype": "Column Break"
   },
   {
-   "fetch_from": "service_level.employee_group",
    "fieldname": "employee_group",
    "fieldtype": "Link",
    "in_list_view": 1,
    "in_standard_filter": 1,
    "label": "Employee Group",
-   "options": "Employee Group",
-   "read_only": 1
+   "options": "Employee Group"
   },
   {
    "fieldname": "agreement_details_section",
@@ -103,21 +96,15 @@
    "fieldname": "support_and_resolution",
    "fieldtype": "Table",
    "label": "Support and Resolution",
-   "options": "Service Day"
+   "options": "Service Day",
+   "reqd": 1
   },
   {
    "fieldname": "priorities",
    "fieldtype": "Table",
    "label": "Priorities",
-   "options": "Service Level Priority"
-  },
-  {
-   "fetch_from": "service_level.default_priority",
-   "fieldname": "default_priority",
-   "fieldtype": "Link",
-   "label": "Default Priority",
-   "options": "Issue Priority",
-   "read_only": 1
+   "options": "Service Level Priority",
+   "reqd": 1
   },
   {
    "default": "1",
@@ -156,9 +143,38 @@
    "fieldname": "enable",
    "fieldtype": "Check",
    "label": "Enable"
+  },
+  {
+   "fieldname": "section_break_2",
+   "fieldtype": "Section Break"
+  },
+  {
+   "default": "0",
+   "fieldname": "default_service_level_agreement",
+   "fieldtype": "Check",
+   "label": "Default Service Level Agreement"
+  },
+  {
+   "fieldname": "default_priority",
+   "fieldtype": "Link",
+   "label": "Default Priority",
+   "options": "Issue Priority",
+   "read_only": 1
+  },
+  {
+   "fieldname": "section_break_18",
+   "fieldtype": "Section Break",
+   "hide_border": 1
+  },
+  {
+   "fieldname": "pause_sla_on",
+   "fieldtype": "Table",
+   "label": "Pause SLA On",
+   "options": "Pause SLA On Status"
   }
  ],
- "modified": "2019-07-09 17:22:16.402939",
+ "links": [],
+ "modified": "2020-06-10 12:30:15.050785",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Agreement",
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index a399c58b168..c6923157064 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -6,11 +6,73 @@ from __future__ import unicode_literals
 import frappe
 from frappe.model.document import Document
 from frappe import _
-from frappe.utils import getdate
+from frappe.utils import getdate, get_weekdays
 
 class ServiceLevelAgreement(Document):
 
 	def validate(self):
+		self.validate_doc()
+		self.check_priorities()
+		self.check_support_and_resolution()
+
+	def check_priorities(self):
+		default_priority = []
+		priorities = []
+
+		for priority in self.priorities:
+			# Check if response and resolution time is set for every priority
+			if not (priority.response_time or priority.resolution_time):
+				frappe.throw(_("Set Response Time and Resolution for Priority {0} at index {1}.").format(priority.priority, priority.idx))
+
+			priorities.append(priority.priority)
+
+			if priority.default_priority:
+				default_priority.append(priority.default_priority)
+
+			response = priority.response_time
+			resolution = priority.resolution_time
+
+			if response > resolution:
+				frappe.throw(_("Response Time for {0} at index {1} can't be greater than Resolution Time.").format(priority.priority, priority.idx))
+
+		# Check if repeated priority
+		if not len(set(priorities)) == len(priorities):
+			repeated_priority = get_repeated(priorities)
+			frappe.throw(_("Priority {0} has been repeated.").format(repeated_priority))
+
+		# Check if repeated default priority
+		if not len(set(default_priority)) == len(default_priority):
+			frappe.throw(_("Select only one Priority as Default."))
+
+		# set default priority from priorities
+		try:
+			self.default_priority = next(d.priority for d in self.priorities if d.default_priority)
+		except Exception:
+			frappe.throw(_("Select a Default Priority."))
+
+	def check_support_and_resolution(self):
+		week = get_weekdays()
+		support_days = []
+
+		for support_and_resolution in self.support_and_resolution:
+			# Check if start and end time is set for every support day
+			if not (support_and_resolution.start_time or support_and_resolution.end_time):
+				frappe.throw(_("Set Start Time and End Time for  \
+					Support Day {0} at index {1}.".format(support_and_resolution.workday, support_and_resolution.idx)))
+
+			support_days.append(support_and_resolution.workday)
+			support_and_resolution.idx = week.index(support_and_resolution.workday) + 1
+
+			if support_and_resolution.start_time >= support_and_resolution.end_time:
+				frappe.throw(_("Start Time can't be greater than or equal to End Time \
+					for {0}.".format(support_and_resolution.workday)))
+
+		# Check for repeated workday
+		if not len(set(support_days)) == len(support_days):
+			repeated_days = get_repeated(support_days)
+			frappe.throw(_("Workday {0} has been repeated.").format(repeated_days))
+
+	def validate_doc(self):
 		if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
 			frappe.throw(_("Service Level Agreement tracking is not enabled."))
 
@@ -35,9 +97,7 @@ class ServiceLevelAgreement(Document):
 		return frappe._dict({
 			"priority": priority.priority,
 			"response_time": priority.response_time,
-			"response_time_period": priority.response_time_period,
-			"resolution_time": priority.resolution_time,
-			"resolution_time_period": priority.resolution_time_period
+			"resolution_time": priority.resolution_time
 		})
 
 def check_agreement_status():
@@ -110,4 +170,15 @@ def get_service_level_agreement_filters(name, customer=None):
 	return {
 		"priority": [priority.priority for priority in frappe.get_list("Service Level Priority", filters={"parent": name}, fields=["priority"])],
 		"service_level_agreements": [d.name for d in frappe.get_list("Service Level Agreement", filters=filters, or_filters=or_filters)]
-	}
\ No newline at end of file
+	}
+
+def get_repeated(values):
+	unique_list = []
+	diff = []
+	for value in values:
+		if value not in unique_list:
+			unique_list.append(str(value))
+		else:
+			if value not in diff:
+				diff.append(str(value))
+	return " ".join(diff)
diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index 4a741ea4e18..07ef368cbe3 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -5,19 +5,20 @@ from __future__ import unicode_literals
 
 import frappe
 import unittest
-from erpnext.support.doctype.service_level.test_service_level import create_service_level_for_sla
+from erpnext.hr.doctype.employee_group.test_employee_group import make_employee_group
+from erpnext.support.doctype.issue_priority.test_issue_priority import make_priorities
 
 class TestServiceLevelAgreement(unittest.TestCase):
-
-	def test_service_level_agreement(self):
+	def setUp(self):
+		frappe.db.sql("delete from `tabService Level Agreement`")
 		frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
 
-		create_service_level_for_sla()
-
+	def test_service_level_agreement(self):
 		# Default Service Level Agreement
 		create_default_service_level_agreement = create_service_level_agreement(default_service_level_agreement=1,
-			service_level="__Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-			entity_type=None, entity=None, response_time=4, resolution_time=6)
+			holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+			entity_type=None, entity=None, response_time=14400, resolution_time=21600)
+
 		get_default_service_level_agreement = get_service_level_agreement(default_service_level_agreement=1)
 
 		self.assertEqual(create_default_service_level_agreement.name, get_default_service_level_agreement.name)
@@ -28,8 +29,8 @@ class TestServiceLevelAgreement(unittest.TestCase):
 		# Service Level Agreement for Customer
 		customer = create_customer()
 		create_customer_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
-			service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-			entity_type="Customer", entity=customer, response_time=2, resolution_time=3)
+			holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+			entity_type="Customer", entity=customer, response_time=7200, resolution_time=10800)
 		get_customer_service_level_agreement = get_service_level_agreement(entity_type="Customer", entity=customer)
 
 		self.assertEqual(create_customer_service_level_agreement.name, get_customer_service_level_agreement.name)
@@ -40,8 +41,8 @@ class TestServiceLevelAgreement(unittest.TestCase):
 		# Service Level Agreement for Customer Group
 		customer_group = create_customer_group()
 		create_customer_group_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
-			service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-			entity_type="Customer Group", entity=customer_group, response_time=2, resolution_time=3)
+			holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+			entity_type="Customer Group", entity=customer_group, response_time=7200, resolution_time=10800)
 		get_customer_group_service_level_agreement = get_service_level_agreement(entity_type="Customer Group", entity=customer_group)
 
 		self.assertEqual(create_customer_group_service_level_agreement.name, get_customer_group_service_level_agreement.name)
@@ -52,8 +53,8 @@ class TestServiceLevelAgreement(unittest.TestCase):
 		# Service Level Agreement for Territory
 		territory = create_territory()
 		create_territory_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
-			service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-			entity_type="Territory", entity=territory, response_time=2, resolution_time=3)
+			holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+			entity_type="Territory", entity=territory, response_time=7200, resolution_time=10800)
 		get_territory_service_level_agreement = get_service_level_agreement(entity_type="Territory", entity=territory)
 
 		self.assertEqual(create_territory_service_level_agreement.name, get_territory_service_level_agreement.name)
@@ -71,14 +72,19 @@ def get_service_level_agreement(default_service_level_agreement=None, entity_typ
 	service_level_agreement = frappe.get_doc("Service Level Agreement", filters)
 	return service_level_agreement
 
-def create_service_level_agreement(default_service_level_agreement, service_level, holiday_list, employee_group,
+def create_service_level_agreement(default_service_level_agreement, holiday_list, employee_group,
 	response_time, entity_type, entity, resolution_time):
 
+	employee_group = make_employee_group()
+	make_holiday_list()
+	make_priorities()
+
 	service_level_agreement = frappe.get_doc({
 		"doctype": "Service Level Agreement",
 		"enable": 1,
+		"service_level": "__Test Service Level",
 		"default_service_level_agreement": default_service_level_agreement,
-		"service_level": service_level,
+		"default_priority": "Medium",
 		"holiday_list": holiday_list,
 		"employee_group": employee_group,
 		"entity_type": entity_type,
@@ -109,6 +115,11 @@ def create_service_level_agreement(default_service_level_agreement, service_leve
 				"resolution_time_period": "Hour",
 			}
 		],
+		"pause_sla_on": [
+			{
+				"status": "Replied"
+			}
+		],
 		"support_and_resolution": [
 			{
 				"workday": "Monday",
@@ -167,6 +178,7 @@ def create_service_level_agreement(default_service_level_agreement, service_leve
 	else:
 		return frappe.get_doc("Service Level Agreement", service_level_agreement_exists)
 
+
 def create_customer():
 	customer = frappe.get_doc({
 		"doctype": "Customer",
@@ -206,23 +218,41 @@ def create_territory():
 		return frappe.db.exists("Territory", {"territory_name": "_Test SLA Territory"})
 
 def create_service_level_agreements_for_issues():
-	create_service_level_for_sla()
-
-	create_service_level_agreement(default_service_level_agreement=1,
-		service_level="__Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-		entity_type=None, entity=None, response_time=4, resolution_time=6)
+	create_service_level_agreement(default_service_level_agreement=1, holiday_list="__Test Holiday List",
+		employee_group="_Test Employee Group", entity_type=None, entity=None, response_time=14400, resolution_time=21600)
 
 	create_customer()
-	create_service_level_agreement(default_service_level_agreement=0,
-		service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-		entity_type="Customer", entity="_Test Customer", response_time=2, resolution_time=3)
+	create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
+		employee_group="_Test Employee Group", entity_type="Customer", entity="_Test Customer", response_time=7200, resolution_time=10800)
 
 	create_customer_group()
-	create_service_level_agreement(default_service_level_agreement=0,
-		service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-		entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=2, resolution_time=3)
+	create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
+		employee_group="_Test Employee Group", entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=7200, resolution_time=10800)
 
 	create_territory()
-	create_service_level_agreement(default_service_level_agreement=0,
-		service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-		entity_type="Territory", entity="_Test SLA Territory", response_time=2, resolution_time=3)
+	create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
+		employee_group="_Test Employee Group", entity_type="Territory", entity="_Test SLA Territory", response_time=7200, resolution_time=10800)
+
+def make_holiday_list():
+	holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")
+	if not holiday_list:
+		holiday_list = frappe.get_doc({
+			"doctype": "Holiday List",
+			"holiday_list_name": "__Test Holiday List",
+			"from_date": "2019-01-01",
+			"to_date": "2019-12-31",
+			"holidays": [
+				{
+					"description": "Test Holiday 1",
+					"holiday_date": "2019-03-05"
+				},
+				{
+					"description": "Test Holiday 2",
+					"holiday_date": "2019-03-07"
+				},
+				{
+					"description": "Test Holiday 3",
+					"holiday_date": "2019-02-11"
+				},
+			]
+		}).insert()
diff --git a/erpnext/support/doctype/service_level_priority/service_level_priority.json b/erpnext/support/doctype/service_level_priority/service_level_priority.json
index cd87a1c1131..65d51694cc3 100644
--- a/erpnext/support/doctype/service_level_priority/service_level_priority.json
+++ b/erpnext/support/doctype/service_level_priority/service_level_priority.json
@@ -1,4 +1,5 @@
 {
+ "actions": [],
  "creation": "2019-05-04 05:54:03.658991",
  "doctype": "DocType",
  "editable_grid": 1,
@@ -9,10 +10,8 @@
   "default_priority",
   "sb_00",
   "response_time",
-  "response_time_period",
   "cb_00",
-  "resolution_time",
-  "resolution_time_period"
+  "resolution_time"
  ],
  "fields": [
   {
@@ -28,16 +27,11 @@
    "fieldtype": "Section Break"
   },
   {
-   "columns": 1,
-   "fieldname": "response_time",
-   "fieldtype": "Int",
-   "in_list_view": 1,
-   "label": "Response Time"
-  },
-  {
-   "columns": 1,
+   "columns": 2,
    "fieldname": "resolution_time",
-   "fieldtype": "Int",
+   "fieldtype": "Duration",
+   "hide_days": 1,
+   "hide_seconds": 1,
    "in_list_view": 1,
    "label": "Resolution Time"
   },
@@ -45,36 +39,31 @@
    "fieldname": "cb_00",
    "fieldtype": "Column Break"
   },
-  {
-   "columns": 2,
-   "fieldname": "response_time_period",
-   "fieldtype": "Select",
-   "in_list_view": 1,
-   "label": "Response Time Period",
-   "options": "Hour\nDay\nWeek"
-  },
-  {
-   "columns": 2,
-   "fieldname": "resolution_time_period",
-   "fieldtype": "Select",
-   "in_list_view": 1,
-   "label": "Resolution Time Period",
-   "options": "Hour\nDay\nWeek"
-  },
   {
    "fieldname": "cb_01",
    "fieldtype": "Column Break"
   },
   {
+   "columns": 1,
    "default": "0",
    "fieldname": "default_priority",
    "fieldtype": "Check",
    "in_list_view": 1,
    "label": "Default Priority"
+  },
+  {
+   "columns": 2,
+   "fieldname": "response_time",
+   "fieldtype": "Duration",
+   "hide_days": 1,
+   "hide_seconds": 1,
+   "in_list_view": 1,
+   "label": "First Response Time"
   }
  ],
  "istable": 1,
- "modified": "2019-05-21 06:54:42.674377",
+ "links": [],
+ "modified": "2020-06-10 12:45:47.545915",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Priority",
@@ -84,4 +73,4 @@
  "sort_field": "modified",
  "sort_order": "DESC",
  "track_changes": 1
-}
\ No newline at end of file
+}
diff --git a/erpnext/support/doctype/support_settings/support_settings.js b/erpnext/support/doctype/support_settings/support_settings.js
index 1d1069d58bb..78adca81ca5 100644
--- a/erpnext/support/doctype/support_settings/support_settings.js
+++ b/erpnext/support/doctype/support_settings/support_settings.js
@@ -3,6 +3,6 @@
 
 frappe.ui.form.on('Support Settings', {
 	refresh: function(frm) {
-
+		//
 	}
 });
diff --git a/erpnext/support/doctype/support_settings/support_settings.json b/erpnext/support/doctype/support_settings/support_settings.json
index be9e0645915..1c1b0c3517e 100644
--- a/erpnext/support/doctype/support_settings/support_settings.json
+++ b/erpnext/support/doctype/support_settings/support_settings.json
@@ -1,4 +1,5 @@
 {
+ "actions": [],
  "creation": "2017-02-17 13:07:35.686409",
  "doctype": "DocType",
  "editable_grid": 1,
@@ -122,13 +123,15 @@
   },
   {
    "default": "0",
+   "depends_on": "eval:doc.track_service_level_agreement;",
    "fieldname": "allow_resetting_service_level_agreement",
    "fieldtype": "Check",
    "label": "Allow Resetting Service Level Agreement"
   }
  ],
  "issingle": 1,
- "modified": "2019-07-10 22:52:39.663873",
+ "links": [],
+ "modified": "2020-06-05 17:56:17.491684",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Support Settings",