Common comparison error
An agent statement in First response time should not override terms without a traceable correction, ledger outcome, or Order submission latency.
GlossaryPlatform & service
First-response time
The time between submitting a support request and receiving the first substantive response. It is more informative than a 24/7 availability label alone.
Practical use
How to verify First-response time
Read First-response time together with Recovery time, Order submission latency, Language coverage. The comparison must preserve the exact rule, value, state, and evidence described below.
A neutral example
The help article linked from First response time conflicts with the cashier. The dated discrepancy is escalated and reconciled with Recovery time. A reviewer labels the case First response time only after showing that the first substantive answer matters more than an automated acknowledgement or availability badge.
Evidence path
Where to verify First-response time
Use the source that governs the exact contract, account, entity, or platform state. A general definition cannot replace current broker terms.