May Wong:The Myth of Maintenance Mode:We don’t build organizations that support the culture of maintenance...I wonder if this is also why Support is chronically undervalued and underfunded.
- Read the whole thing: The Myth of Maintenance Mode
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Your Support team has also been cobbling together a product lifetime’s worth of workarounds to make the product keep working, and now these might break your new fix as well.
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We don’t build organizations that support the culture of maintenance, and therefore it isn’t work that ends up being valued. I wonder if this is also why Support is chronically undervalued and underfunded.”
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Again please read the whole thing :-) https://pwords.substack.com/p/the-myth-of-maintenance-mode
Previously
- January 9, 2018 How does Automattic handle 2000 support requests/day? With communication and respect for customers and respect for support folks <– sadly the following link is broken in 2023: https://blog.freshdesk.com/secret-sauce-wordpress-com/