Abandoned orders – Order session time?

We are having a lot of abandoned orders. It looks like the customers were able to fill out shipping information, but for some reason they didn’t complete the order.

Is this behavior has something to do with the order session time?
I’ve seen this article in knowledge base:

“Each customer order session is specified a certain amount of time. This value is the session timeout value. This value defaults to 20 seconds but can be set to any value on the server.
The customer only has that specified time to complete the order. After that the session is expired, and the salecart software treats this order as "incomplete" or abandoned.””

I don’t think that 20 seconds is enough for customer to finish the order, particularly if they want to add another item in cart.
Is there any setting where we can increase this time? If we have to contact our hosting provider to increase this time, what exactly should we ask them to do?

Thank you,
Jason


Edited by jason2004