I work in IT and in similar systems, the reason from my perspective to do this is when a ticket comes in a timer will start ticking. Whenever the ball isn’t in our court that timer is cancelled. If i set status “pending user” and throw a dumb question it is paused. If more than 10% or whatever amount was agreed on when the contract was signed our company has to pay for not living up to expectations.
There’s a lot of rule bending to make this work in our favour.
Of course different providers will use different metrics like how long before the ticket was handled etc.
This afaik is a thing that exists already and not everyone who is in a wheelchair has no use of their legs