Support volume will rise by no more than 15% in the first month after launch

We are assuming the existing support team absorbs the post-launch spike without extra headcount.

Why it matters — no contingency budget was set aside for temporary support cover. If the spike is 40%, response times fall over in the launch month, which is exactly when they are most visible.

How we will validate it — benchmark against the last two portal releases and pressure-test the number with the support lead before sign-off.

If it turns out false — two weeks of temporary cover, booked six weeks before go-live.