We have an app that connects a user to a consultant via a video conference. This conference is pre-paid.
Now, in the case of a disruption on the side of the consultant and the connection is lost, the user will be alerted along the lines of:
“Hold on, there’s a connection failure. The video conference will automatically resume once the connection has been established.”
My question is, how long should the app keep retrying to establish connection? Meaning, if it cannot establish connection within X minutes, it will already let the user know that the connection has been permanently lost and they will be reimbursed the amount they have paid. Then close the session.