Wow what an incredibly insightful comment! As someone who has worked in support, dev and management I’ve developed practices to mitigate the issues you’ve mentioned - namely rotating devs “on duty” availabe for support tasks and have a dedicated channels for communication where people are not left “talking to the hand” - their words :). But I have never actually thought of it in such a holostic way. Would definitely use it in the future when I’m designing or fixing a company process :)