SSPLAXExample
Operating-model choice
Engineering Capacity
Support team handles tickets through L1 (support) and L2 (engineering) tiers. L1 is cheaper but cannot handle complex issues. L2 is limited by engineering bandwidth.
Decision logic
Compare staffing and routing strategies to see which operating model actually raises throughput.
Decision question
Which operating model actually raises support throughput: more L1 coverage or pushing work to L2?
Model output
Best leverExpand L1 coverage
Current ceiling300 issues/week
Why L2 losesEngineering caps out first
Active limits
- L1 support full
- Support budget has room
Key insight
Expanding L1 raises the ceiling meaningfully; leaning on L2 looks plausible but quickly burns engineering bandwidth.
Option A: expand L1 → ceiling rises well past 300 issues/week.
Option B: lean on L2 → marginal gain before engineering caps out.
The fork matters: choosing the wrong lever wastes budget on capacity that doesn’t move throughput.