8 Signals That It’s Time to Evolve Your Support Model

Most support models were designed for predictability - stable volumes, fixed teams, and long planning cycles. Today’s reality looks very different.

The Sirius Elastic Support Model Self-Assessment helps leaders determine whether their current model still fits how support actually behaves. Here are eight signals it commonly surfaces.

1. Demand is more volatile than forecasts assume
   Fluctuations are the norm, not the exception.
   
   

2. Costs remain fixed even when volume drops
   Budgets don’t flex with demand.
   
   

3. AI handles most routine tickets already
   Human work is increasingly complex and intermittent.
   
   

4. Long-term vendor commitments limit flexibility
   Contracts assume stability that no longer exists.
   
   

5. Global growth outpaces hiring capacity
   New regions and time zones create coverage gaps.
   
   

6. Surges disrupt core operations
   Steady-state teams are pulled into exception handling.
   
   

7. Leaders spend more time reacting than planning
   Support becomes operationally reactive.
   
   

8. Change feels risky and slow
   Even small adjustments require significant effort.

The assessment does not suggest replacing existing teams. Instead, it helps leaders understand whether adding elasticity could reduce friction, cost, and risk without undoing what already works.

To better understand whether elasticity fits your support environment, take the Sirius Elastic Support Model Self-Assessment here