ABSTRACT
The complexity of deciding who gets what service is mindboggling. The number of permutations can be calculated fairly straightforwardly – simply multiply the number of users by the number of different products they will need supporting, multiplied by the number of levels to which they may wish to be supported, and map that on to the number of technical staff you have, multiplied by the number of products each one of them knows, multiplied by the number of levels to which they may know those products. No wonder so many support managers never even broach this question, preferring to let the service find its own natural level and deal with complaints as and when they crop up.
