Say, you have a team of 5 developers and your inhouse customers demand a reasonable support availability of say 5 days a week, 9am-6pm.
I can imagine the following scenarios:
- the customers approach the same guy, every time. Downside: single point of failure, if the guy is unavailable.
- each developer is assigned one week of support duty. Downside: how to you distribute the work evenly in times of planned (vacation) and unplanned (sickness) unavailability?
- each developer is assigned one day of support duty. Downside: similar to above, but not as bad.
- a randomly picked developer handles the support request. Downside: maybe not fair, see above.
What is your experience?