Plan remote support capacity for an onboarding wave without hiding the shortfall

A fictional support team has three technicians, each available for six productive support hours per day over five days. The six hours already exclude breaks, meetings, and routine administration. Existing support demand is 54 technician-hours that week. There are 120 new starters, each forecast to need twenty minutes of individual support. There is no overtime or contractor budget. The service manager may defer up to six hours of low-urgency existing work with business-owner agreement, and HR may move some starters’ support appointments into the next week. A proposed ten-person guided-setup pilot needs one additional technician-hour to prepare; all ten participants’ support time must still be budgeted at twenty minutes each until measured. Approved remote support requires verified identity and user consent, with a phone fallback. No simultaneous-session productivity gain is assumed.