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In my experience, the real problem with any support scheme is that the decision makers don't have enough skin in the game. It's easy to deprioritize tech debt a
by latch 2y ago
In my experience, the real problem with any support scheme is that the decision makers don't have enough skin in the game. It's easy to deprioritize tech debt and bug fixing when you aren't facing 3am pages.
The obvious solution to this is a distributed team. There can still be some holes (e.g. Jan 1 is, afaik, pretty universally celebrated), but having worked at companies that had a team in the US, Europe and Asia was...really nice with respect to this.
- mrweasel 2y agoThe incentives are frequently wrong as well. The support staff for many companies are rewarded on volume, call-queue length and "resolution time" (not actual resolution time, but how quickly you can get the customer off the phone). The only valuable metrics, in my mind, are "Did we actually solve the issue for the customer" and "Have we effectively prevented this from being an issue in the future".