In any support organization I've worked in (including software teams with support responsibilities, software teams with escalation responsibilities, etc.), a gi

In any support organization I've worked in (including software teams with support responsibilities, software teams with escalation responsibilities, etc.), a given customer question doesn't necessarily get a good answer on the same day. The SME might be out sick, there might be an incident distracting everyone, the problem might be genuinely hard and require research/experimentation, etc. Even if you have a 24h SLA it's usually 24h to a response saying "We're looking into it but check out the FAQ", not to a resolution. And this gets more likely the smaller your team is. So invest in better FAQs and diagnosis tools and in procedures to reduce incidents, instead of trying to throw more bodies at the problem, because you don't have more bodies. Customers will be happier about getting actual answers sooner than they otherwise would. This isn't a perk, any more than weekends or healthcare or market compensation is a "perk." It's an investment in getting better results for your business and for your customers, through making sure you have healthy and productive employees.