That sounds about right, though in that case the auto-logout effect I would say is likely a policy applied through configuration, rather than a software bug that has somehow not yet been addressed by a supplier that specializes in this product (given that it's been ongoing for over a year, has a fairly noticeable impact, and doesn't seem to be a widespread issue, that would be unlikely). Even if it were a bug, it would be up to DE to contact the supplier, so in all cases, the responsibility is DE's. The fact that there has been no staff post even acknowledging the issue, let alone explaining whether or not it's intended (it's quite possible someone set up an auto-logout policy and thought its frequency was acceptable), highlights the problem my comment points out.