My R&D organization is following an Agile (Scrum) development methodology. One of the development teams is working mostly on items that are really problematic in terms of the certainty during the sprint planning. It means they mostly deal with performance issues that need to be researched and resolved.
This team is expected to work in collaboration with the other teams, while following the Agile methodology. The manager of the team finds it hard since during sprint planning there is very low certainty around his team's tasks. Moreover, during the sprint, hot issues arise and require the team's prompt response.
What would be a proper way for this team to work in this context? How should they plan their work? Should they allocate buckets of time for the unexpected issues? Should they split their work to research and resolution parts and plan for them separately? Any other ideas?