[quacksilver]

Would putting some percentage of the team on 'support' for a week or two help with reducing task switching and help to allow deep work? Maybe everyone in the team would spend 2 weeks per quarter or something like that doing support.

I (n=1) would prefer to be answering support tickets for 2 week blocks, and know when the blocks are in my calendar, so that I can plan work around them, rather than trying to debug something while I am being pinged about unrelated stuff all day.

[SkyPuncher]

It's pretty hard to be fully hands off of customers. That being said, we don't expect immediate replies unless (1) you're the front line support for the week (2) something is on fire. We also don't expect immediate replies. Generally, within 24 hours is acceptable.

It's a bit of a drag, but most people just deal with their occasional support needs at natural context switches. First thing in the morning, before they head out, in-between meetings, etc, etc

[dowager_dan99]

hand-off needs to be really carefully defined and managed efficiently. Client tickets rarely respect arbitrary calendars, and the context switching alone can be really expensive. The best I've seen is a primary/secondary setup where you move from copilot to pilot, so you're not coming into everything cold