[Galxeagle]

From an individual perspective, we've really valued Google's SRE whitepapers in interrupts and incident handling. The key message is that setting up your team to enable bundling 'jumping on things' and also 'focus delivery work' makes both people happier and more productive than asking two people to do both. https://sre.google/sre-book/dealing-with-interrupts/

From a PM perspective, that also lets management pre-allocate capacity for the sprint. '2 people on prod support, and 3 people on development/project work' is a decision that can be made and pointed back to. And being allocated to 'jumping on things' means you don't have to justify your productivity/velocity/ticket count beyond responsiveness and issue cycle time.