How should time affect complaint actions and escalation?

Represent time as part of the environment contract. A generated case can carry `received_at`, `acknowledgement_due_at`, `review_due_at` and `escalation_due_at`, with each obligation linked to a `policy_version`. Store timestamps with explicit offsets and define the calendar used to calculate business time.

The environment should specify which actions advance `simulation_time`. Reading a record might leave time unchanged, while requesting an external investigation might schedule a later response. An `advance_time` action can expose pending events without forcing the builder to wait in real time.

Pause behaviour needs its own rule. A request for customer information should only pause an obligation when the selected policy permits it. Record the pause reason and affected obligation rather than applying a global stopped-clock flag.

MirrorFirm could supply generated clock fixtures and event sequences for this model. A reset can restore the same start time, calendar and scheduled events. An evaluation hook can inspect whether escalation occurred before the configured threshold, independently of how quickly the agent's model returned its answer. This separates business timing from infrastructure latency.