Support Coverage Plan

Staff the promise, not the average — and where the arithmetic cannot reach the promise, change the promise, not the arithmetic.

What it is

The support rota, solved as arithmetic instead of argument. Reads your own contact history interval by interval, writes down the promise you are actually making — including the one your chat widget makes at 23:00 — converts paid hours into productive hours after honest shrinkage, and lands a coverage model with its rota, on-call position and escalation path, closing with three numeric triggers that fire a quarter before the queue breaks. For support leads, operations heads and founders staffing a desk of one to forty.

What you receive

a defensible answer to how many support people you need and at which hours — the demand curve rebuilt from your own contact history in 30-minute intervals, the coverage model matched to what you actually promise rather than what your site implies, the staffing arithmetic run on productive hours after shrinkage and capped by an occupancy ceiling, the out-of-hours, escalation and surge positions written down, and the numeric triggers that say hire, narrow the promise, or deflect the demand

Delivered as a single, complete .md skill file — open it, paste it into any capable chat model, and work. No installation, no account with anyone but us.

Supported models

• Claude (Opus/Sonnet)
• ChatGPT (GPT-4o/5)
• Gemini
• any capable chat model

People reach for it when

• “how many support agents do i need for my ticket volume”
• “support staffing calculation shrinkage and occupancy”
• “can we offer 24/7 support with 5 people”
• “when should i hire another support person trigger”
• “out of hours on call rota for a small support team”

Record

In the collection. The sale room is being fitted; this work goes on sale when it opens.

License

Free-shelf works ship under the DolceDrago House License — use the outputs freely, personal or commercial; the work file itself stays with the house.