5 ms·

The mythical man month. More people can very easily lead to nothing getting done.

• op00to 3y ago
  This doesn't really apply to support. With support, there is generally 1 engineer assigned to one customer for the life of the case. If a patch is needed, a software maintenance engineer may be added. You can't throw extra people at a support case and expect it to complete faster. You can, however, throw more people at a support TEAM and handle more cases.
  • aaomidi 3y ago
    So Rocky needs to assign a single engineer to NASA support then. How does 19,000 people help with that?
    • edgyquant 3y ago
      Because surely they have other customers than these three workstations.
      • leocrat 3y ago
        It's not 3 workstations, it's 3x per person support.
        • edgyquant 3y ago
          Point still stands, when you have an 80 man team you can’t have many customers who require your undivided attention.
    • linuxdude314 3y ago
      That's typically what RedHat does... If you're a big account you get your own Technical Account Manager (TAM) and a dedicated support engineer. This is like bread and butter for anyone with any experience in enterprise. How is HN so green in this regard?
      • aaomidi 3y ago
        No I'm saying if you're assigning *a person to a contract* Rocky can easily do that too.