Profitability of the support contracts

Kirill MarkelovKirill Markelov Service Development Manager EuropeFounding Member | Scholar ✭✭
edited July 24 in Service & Delivery

May sound like a very basic question, but I am wondering how others are managing the profitability of the support contracts ? Obviously support agents are not dedicated to one contract so their time and therefore costs are distributed unequally over number of contracts, and multiple agents per contract. Is there a sustainable method to monitor these costs ?

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