Support timing and contact commitments
Measure staffed time, allowed pauses, progress updates and completed callbacks.
Measure a meaningful first support reply across a closed interval
Count the stated staffed minutes and exclude an acknowledgement that contains no case response.
Pause a support clock only for the documented waiting reason
Separate active handling time from an allowed customer-input pause without treating every delay as paused.
Record a missed support update and the next agreed checkpoint
Keep the original commitment visible while setting a new update time without inventing a repair deadline.
Distinguish a callback attempt from completed customer contact
Check the agreed call-start window and whether a two-way conversation actually happened.