What does it mean when a support ticket is mentioned as being in an "On-hold" status?

"On-hold" is a Rancher-internal status for a support ticket. Customers will continue to see a ticket as being in an "Open" status, even when it is categorized and shows up as "On-hold" to Rancher employees.

A support ticket that is in an "On-hold" status means that Rancher Support is blocked on a deliverable (e.g., a new product release) from Rancher Product Engineering, or a 3rd party with whom Rancher Labs has a direct relationship with, to provide issue resolution.

"On-hold" status is also what a ticket shall be placed in should a Customer request it to avoid its auto-closure due to inactivity on their side.