Most doctor's offices set aside x% of time for scheduled visits and y% of time for acute visits each day. We do it similarly. We generally reserve 20% of our t

Most doctor's offices set aside x% of time for scheduled visits and y% of time for acute visits each day. We do it similarly. We generally reserve 20% of our time for production support and 80% of time for new development. If we have fewer production issues that week, we get more new development done. If we have more production issues that week, get get less new development done. We have one generic production issue story where we put small things and we'll create a fully fleshed out story for larger production issues. If we have a trend of having too many production issues then we raise that as an issue itself and get to the bottom of what is causing it.