Is there a start, pause and stop clock facilty in Jira in order to track if you are keeping in SLA?

In our support department, which utilizes JIRA v6.3.1. We would like to know how long it takes to complete certain tickets, in order that we do not breach SLA. We would like the clock to start as soon as a client creates the ticket, but we would like the capability to pause that clock when the ticket is send back to the client due to insufficient information, etc. The clock is stopped when the client closes the ticket.

Is something like this possible?

 

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Yes It's possible but you must have installed JIRA Service Desk. 

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