17:36 Dec 16, 2011 

My client advises to use "call lead time". Thanks for all your suggestions!

18:36 Dec 15, 2011 

Again, possible, but without more context, one choice is as good as another. Put simply, if the asker has nothing more from the context, then it is essential to relay the question to the client. I would agree that "appeal time" is a non-starter.

17:16 Dec 15, 2011 

Je pense qu'il s'agit du délai à prévoir pour répondre à un appel à un service d'intervention (y compris, je présume, le temps nécessaire pour que celui-ci se rende sur le site). L'interprétation juridique me paraît hors de propos, en effet. Une autre possibilité est "response time". Dans l'un et l'autre cas, je ne vois pas s'il s'agit du temps strict de prise en charge au téléphone, ou au contraire ce temps plus le temps du trajet vers le site. Face à de telles incertitudes, ma réaction serait de lister les questions et incertitudes "insolubles" sur un fichier Excel avec des colonnes Source, Cible, Notes du traducteur et Réponse du client. I hope I'm not teaching you to suck raw eggs, but tabulating the information on a standardised recording instrument is also a way of limiting one's liability, covering one's risk.

17:07 Dec 15, 2011 

There are at least two pointers in the text in favour of "call time" :

"plateforme... acheminement des messages..."

(as in "plateforme d'appels", "centre d'appels")

16:55 Dec 15, 2011 

You're right: "period of appeal" ne veut rien dire ici. "Call time" could work, though I don't know that there's necessarily a phone call involved. It seems like this text is saying that 15 minutes will be added to however long the (phone) call takes: 1, 2, 10 mins, etc. When I first read it I thought of "wait time," which is definitely a more common term, but it implies the entire time involved: the délai d'appel + 15 minutes. In other words, "call time" would be a subset of "wait time" (overall), so I don't think "wait time" works here. Other opinions?