IT Support for non business hours Protocol or Procedure
Does anyone have a good template or example of a "IT Support for non business hours" protocol? This topic first appeared in the Spiceworks Community
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What does the current SLA look like? Is this something being added?
View ArticleIT Support for non business hours Protocol or Procedure
This is pretty much all we have in regards to your question.
View ArticleIT Support for non business hours Protocol or Procedure
It's not something that is necessarily being added, just something that we need to define. leadership wants our IT department to have a procedure for employees if they come in before business hours...
View ArticleIT Support for non business hours Protocol or Procedure
Why not base it on the Service Target Level? Emergency service > chain of contact notified > who's on call?
View ArticleIT Support for non business hours Protocol or Procedure
The person on call is the POC for the week, all emergency/after hours calls get logged to them, and escalated if needed. If a tech get's called out on emergency, customer get's a 2-3 hour minimum charge.
View ArticleIT Support for non business hours Protocol or Procedure
Well it is a bit different for us. We are a two person IT department for a non profit company. We do not charge our departments for hours of work and we do not have a on call person as I am always on...
View ArticleIT Support for non business hours Protocol or Procedure
I have been in your exact situation. I worked for a large non-profit that maintained 25+ retail stores and a few offices in many different countries in Ohio. I was part of a 3 person team that had to...
View ArticleIT Support for non business hours Protocol or Procedure
We also kept the calls specifically for POS and WAN problems, all others were dealt with the next business day. We would not drive to or remote into the site after hours unless it was not related to...
View ArticleIT Support for non business hours Protocol or Procedure
I've seen SLA's written regarding after hour support as best effort between __pm - __am. If an emergence is called it's $____/hr and response time is ______ hours. I would suggest to setup an IT...
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