Put people and costs on the same worksheet.

Compare the total subscription for actual account holders, then add staffing separately.

Plan from available attention and observed handling time, with explicit spare capacity.

Advertise the window you can cover, with a clear route for everything outside it.

Offer a small covered window, not a second full-time job hidden behind a widget.

Assign a primary responder and a clear backup instead of making both people watch everything.

Use a queue, a truthful expectation and an overflow owner before increasing concurrency.

A small overlap can prevent lost promises, but it must have a defined job.

Maintain a small inventory so unused access and unclear commitments do not become routine costs.

Expand only when the channel is useful and the next coverage commitment has an owner.