With a small development team, how do you organize second-level support?

Posted by Lenny222 on Programmers See other posts from Programmers or by Lenny222
Published on 2011-03-15T16:39:48Z Indexed on 2011/03/16 8:18 UTC
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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?

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