SLA not stopping in Jira Service Desk Cloud correctly

[Zofia.Kubik]

Hello,

We've noticed that there are quite a few issues with the SLA clock not stopping in our projects.

We have a ticket that has been on Hold for a while now and after adding some internal comments, the SLA clock for time to first response is now showing we exceeded the time (despite sending a response to the customer on time and having the SLA set to stop when a comment for customer is sent).

We've also seen some random times when the SLAs were showing as exceeded for several hours, then getting fixed on their own last week. 

Is there a way correct the SLA manually, when the tool is failing us and skewing our statistics? I've searched everywhere and this doesn't seem to be possible?