[emmab]

> Having a couple of dedicated resources to address these ad hoc issues, without distracting the people working on larger projects.

Can't people take turns being oncall? It's disruptive to one's life to not be able to be away from a computer for more than N minutes, so only having to do this for limited periods is important.

And while people are not oncall they can work on development and finishing fixing any problems they discovered while oncall.