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Discussion on: How does your team handle 'on call' evening/weekend hours?

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Vincent Grovestine

Managers at my workplace are on a rotating weekly schedule with just one individual on call after-hours. Person in possession of the on call cell phone is responsible for triaging issues. If something can wait until the next business day, then a normal support ticket gets created on behalf of the caller with the incident particulars. On the other hand, if the matter is a true emergency, then our internal knowledgebase contains a series of "who to call if X happens" lists to get the correct non-management people in play.

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Gunnar Gissel

The call tree with "who to call if X happens" is very helpful for incident response!