can you point me out where the rules say 20 mins is the limit between games?
Given the circumstances (Termnal waited as long as he could before calling act given his work meeting and his unavailability this weekend), and the 20 minute mark surpassing the 15 minute guideline insinuated in the rules Sus linked (though these rules are incomplete), this act call obviously has a very strong case. Of course, given the chronic incompleteness of Smogon's tournament rules, there's no exact by-the-book way to settle this, so ultimately it's Sus' call (of course).
And while it is very unfortunate that act had to occur, the circumstances obviously suck for Welcome Guest, I don't think offering arguments like these on your part makes much sense or shines a very good light. Act calls on Thursday have always been valid in individual tours, especially given Termnal's unavailability this weekend, and Sus said this tour's act rules will mirror an individual tournament (which Just Makes Sense). Secondly, where in the rules does it say anything about time between games? Given Termnal's situation, and the glaring hole in the closest thing to actual codified activity rules on the site, assuming 15 minutes to act was pathologically valid. And, given players are only expected to wait 15 minutes before the first game without warning, why would it be 30 before g2 without warning?
I understand you want to vouch for your teammate, but these are such bad faith arguments that I think they're a bit counterproductive. Normally, I'd think of you as a very cool and level-headed guy, but this is a breach from that, dude. Finally, I have some bewilderment at your recognition of the act call as valid on Discord, but not on here.