Good question ... this would only be for a few things in particular. Dealing with network events/alerts, outages, escalations, and managed services primarily .... and also maintenance activity too
Basically a third tier support group Thanks Paul Sent from my iPhone > On Sep 24, 2016, at 11:42 AM, Ken Hohhof <[email protected]> wrote: > > Nope, but I’ve got a philosophical question for those who do. I know if > customers find out they can call you at 2am, some will, just to pay their > bill or ask opinions about buying a new computer. > > So is this fine with you, as long as you’re paying for 24x7 staff, might as > well spread out the call volume? Or do you still want people to call during > normal business hours for routine things? I know if I was paying outsourced > after hours support by the call, I probably wouldn’t want people calling in > the middle of the night just to chat. > > Also, what is your plan to keep your people from being like the Maytag > repairman, sitting there collecting a paycheck to watch cat videos? Stock > the trucks? Firmware upgrades? Program radios and process returned > equipment? Paperwork? Computer repair? > > It would be tempting to have them call past due accounts at 2am, but I guess > it is frowned upon for US to call THEM after hours. > > > From: Af [mailto:[email protected]] On Behalf Of Paul Stewart > Sent: Saturday, September 24, 2016 10:27 AM > To: [email protected] > Subject: [AFMUG] 24x7 coverage > > Anyone on the list doing a manned 24x7 NOC themselves? I'm looking into some > options and wrestling with shift length, schedules, number of people etc > > Thinking at moment of 10 hour shifts using 6 teams which allows for > overlapping at busiest times of day > > Thanks > > Paul > > Sent from my iPhone
