Set Up a Simple Intake Funnel
Software support breaks when everything is urgent. Use a single intake path and enforce required fields: steps to reproduce, screenshots, environment, and impact.
Define Severity Levels
Use a small severity model and tie each level to an SLA: Sev-1 (outage), Sev-2 (major feature broken), Sev-3 (workaround exists), Sev-4 (cosmetic).
Run Triage on a Cadence
Triage prevents backlog drift. De-duplicate, request missing info, and route to the right owner. Keep triage timeboxed and focused on decisions.
Build Release Hygiene
Repeatable releases reduce production issues. Use checklists: tests passing, migrations reviewed, feature flags confirmed, rollback plan, and short release notes.
Close the Loop With Support
When fixes ship, send support a clear summary: what changed, who is impacted, and what to tell customers. This reduces follow-ups and builds trust.
Conclusion
Stable software comes from consistent operations: clean intake, clear severity rules, regular triage, and disciplined releases.
