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1,819 | by merlin | 2007-12-26 07:08:14 |
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9 a week? | by Klaranth | 2007-12-26 07:14:57 |
| With 9 support requests a week |
by Qcumber-some |
2007-12-26 10:58:56 |
I'd be completely stuffed, taking that many of them take a day to resolve... and I'd have dev tasks to do as major work, not support... tsk.
Your 1st and 2nd levl support needs a serious bump. Or an escalation. Or both. Just reassign the basic stuff they should know because it is standard follow-the-instructions. 3rd level support are SPECIALISTS which should be bothered only if there is a very rare circumstance.
1st level support should be able to filter out 90% of the requests and assign the rest to correct 2nd level support groups, which then again filters 90% and assigns the rest to certain specialists. I know this is the ideal, and real world may vary, but 3rd level support is MOLTO EXPENSIVE, and bothering you with bagatelle issues only clogs your important time and keeps you away from doing real productive work you should do. |
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