I agree with sibling comments saying Scrum isn’t optimal for interrupt-dominated work like SRE. Kanban or Scrumban are good candidates. Even for normal dev tea

I agree with sibling comments saying Scrum isn’t optimal for interrupt-dominated work like SRE. Kanban or Scrumban are good candidates. Even for normal dev teams with customer-facing products (and therefore no zero support load) I have found a need to carve out some time for support work from the Scrum team velocity. As others have suggested, having a dedicated engineer as primary support contact works well. You can figure out what the 95th %ile support burden is and remove that from the velocity. If you have a quiet week of support, the expectation is you spend the support budget on tools and docs, maybe improve automation on some existing scripts, knock out lower-priority incident remediation WIBNIs, etc. If you have a >95%ile bad week, then the support engineer does less sprint work or the rest of the team pitches in as needed. But most of the time support doesn’t impact your velocity with this approach.