[bmj]

It's about striking the right balance.

Yes. My company has tried for a good many years to keep product development partitioned from operations. We build stuff, through it over the wall, and let the ops team deal with it. Certainly, we give support where necessary, but it tends to be grudgingly given, and we never actually track time spend doing that support. I've been pushing, along with several other developers, that we at least need some sort of rotating product support team so we can work with ops to resolve problems in the field without disrupting our own timelines. We've moving in the right direction, but there's a lot of inertia to overcome.