I gave a talk about some caveats we ran into with delegating support early on: https://www.youtube.com/watch?v=rs2NN-qQZf0 https://www.youtube.com/watch?v=rs2NN

I gave a talk about some caveats we ran into with delegating support early on: https://www.youtube.com/watch?v=rs2NN-qQZf0 https://www.youtube.com/watch?v=rs2NN-qQZf0 a few years ago. In particular it bundled up a lot of customer feedback inside of one department/person and started isolating us from our customers.