Re: [AFMUG] 24x7 coverage
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 <af...@kwisp.com> 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:af-boun...@afmug.com] On Behalf Of Paul Stewart > Sent: Saturday, September 24, 2016 10:27 AM > To: af@afmug.com > 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
Re: [AFMUG] 24x7 coverage
If they are willing to pay the bill at 2:00am it’s OK with me - at least they paid. If they are not taking calls we have them deal with prepping new radios to go out the door, resetting and reprogramming returned equipment, going through the signal graphs looking for customers with issues, some have specific projects depending on what they are good at (or interested in). One takes care of some internal websites, another has been working on our security system, etc. My 19 year old college student works Sundays taking calls - he is the one I don’t mind paying 8 hours to study :-) Mark > On Sep 24, 2016, at 11:42 AM, Ken Hohhof <af...@kwisp.com> 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:af-boun...@afmug.com <mailto:af-boun...@afmug.com>] On > Behalf Of Paul Stewart > Sent: Saturday, September 24, 2016 10:27 AM > To: af@afmug.com <mailto:af@afmug.com> > 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
Re: [AFMUG] 24x7 coverage
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:af-boun...@afmug.com] On Behalf Of Paul Stewart Sent: Saturday, September 24, 2016 10:27 AM To: af@afmug.com 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
[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
