[michaelsmanley]

This is how we manage things as well. Support is a totally different stream of work from product development.

I've often had a difficult time getting non-engineering management to understand the difference between proactive work that can be planned and reactive work that is unplannable by its nature. All of it looks like deficiencies in the product to a certain cohort of stakeholders. Eventually, once they see things smooth out by separating those workstreams, they catch on.

YMMV.

[madrox]

This is, in my experience, the core differentiator between a tech company and a non-tech company.