The article is from the time when CI / CD was relatively new and many felt like it needs promotion / wanted to jump on the bandwagon. Today, after some practic

The article is from the time when CI / CD was relatively new and many felt like it needs promotion / wanted to jump on the bandwagon. Today, after some practical experience, it looks like some conclusions this article makes are unwarranted. For instance, the idea that the development team should be directly involved in addressing customer issues, if implemented, often results in development plans being ruined, QA doing a lot of busy work, release schedule going down the drain. Ultimately, the problem is the lack of expertise necessary to triage and to schedule development necessary to address the problems the customer is facing. Low-tier customer support is usually a low-paid position that doesn't require expertise in the product being supported, or anything at all really. Is there a solution that doesn't involve rising the requirements for the support staff (and rising the pay)? -- I don't know. Doesn't look like it. It seems like asking for having your cake and eating it too.