> Unfortunately the "emergency support" is someone at home sleeping with a
> pager next to their bed...
What you should also be considering is how often does emergency support get
contacted out of hours?
If it is just a few times a month - then does that warrant having live staff
24x7.
On Call support is a perfectly workable solution. If OpenSRS's current
solution is limited to a single person on the end of a single pager - then
they should be looking at an improved system that employees escalation and
will contact other personnel.
--
Regards,
Sam Cogheil
I-Tequenology
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]]On Behalf Of [EMAIL PROTECTED]
Sent: 24 September 2000 11:05
To: [EMAIL PROTECTED]
Subject: Re: OpenSRS Support - Comments Anyone?
> The point is that I do not need any personal support for 24/7. It was my
> impression that emergency support is available at all times.
(correct me if I
> am wrong)
Unfortunately the "emergency support" is someone at home sleeping with a
pager next to their bed... that someone is one of the daytime support
personnel who is also expected to report to work bright and early the next
morning.
We know the pager system failed at least once and we were told the failure
has been corrected (the pager was not loud enough to wake anyone up).
However, for an organization that is functioning as a registrar with
internation business partners, having a sleeping support tech holding a
pager just isn't enough.
