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https://www.thinkhdi.com/library/supportworld/2016/staffing-ratios-for-support.aspx
On average, each employee contacts support twice per year (.16 times per month) and average handle time is 7 minutes, by phone or email. Each organization has the same number of employees. Do they need the same number of support staff? It’s pretty obvious that they don’t, so a ratio is useless in this case (and in many real-world cases).
https://www.techrepublic.com/article/what-is-a-reasonable-end-user-tech-support-ratio/
by Singer Singleton in Enterprise Software on ... the optimum end-user to tech-support ratio difficult. There are a variety of factors that affect the number of support staff you hire. ...Author: Singer Singleton
https://www.zdnet.com/article/users-to-tech-support-ratio/
Users-to-tech support ratio. How many employees should one tech support staff person oversee?CNET's Justine Nguyen explains the golden ratio of users to tech support staff…
https://www.techrepublic.com/blog/decision-central/deciding-the-proper-user-it-support-ratio/
When figuring out staffing in your IT department, one of the hardest thing to do is to figure out exactly how much support staff you need based on the number of users you have. Here's a video from ...Author: John Sheesley
https://www.saastr.com/average-ratio-support-staff-customer-counts-saas-model/
Typically support consumes about perhaps 5%-7% of your revenue at scale (excluding customer success) in most SaaS models. It could be more or less, but
https://www.quora.com/What-is-the-average-ratio-of-support-staff-to-customer-counts-in-a-SaaS-model
Oct 21, 2017 · This ratio depends on how High Touch vs High Tech (1 to many) your needs are. Traditional support costs as COGS historically ran about 6% but I see those number closer to 3–4% these days depending on how technical your support staff needs to be.
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