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Token Expiration Question

I have an application which has a token set to officially expire after 30 minutes. If inactive at the 20- minute mark, it looks back 5 minutes for activity. If none exists, it kills the session. The majority of the users do work in the first 10 minutes and usually tend to other tasks. They are frustrated with our settings and are asking us to check back farther than 5 minutes and the 20-minute mark.

What makes sense to do here in accordance with best practice?
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