SSPLAXTeam Capacity
Engineering Capacity
Situation
Support requests enter a two-tier operation. L1 can absorb simpler work at lower cost. L2 can resolve harder issues, but every escalation draws from limited engineering bandwidth.
Decision
Should the next operating change expand L1 coverage or route more work to L2?
How we modeled it
Ticket volume flows through L1 and L2 processing paths with separate capacity, cost, and resolution assumptions. Staffing and engineering-bandwidth constraints cap the paths. The solve shows which routing change increases resolved issues before another internal ceiling binds.
What the model shows
Operating model under current limitsExpand L1 coverage
Current ceiling300 issues/week
L2 constraintEngineering capacity binds first
Active limits
- L1 support full
- Support budget has room
What this shows
Expanding L1 raises the ceiling. Routing more to L2 consumes engineering bandwidth before it moves throughput.
Expanding L1 pushes the ceiling well past 300 issues per week.
Routing more to L2 produces a marginal gain before engineering capacity binds.
Extra spend has limited effect when it adds capacity away from the active limit.