[AusNOG] after hours staff requirement

Chad Kelly chad at cpkws.com.au
Mon Sep 17 18:58:11 EST 2018


Its a none issue as generally you would have enough people to cover the 
shifts, you would have a roster or just use cheap outsourced labor is 
the other option.



On 9/17/2018 6:18 PM, Steven Waite wrote:
>
> Hi
>
> What most people forget about is the availability of the staff the 
> next day. So really you also lose the tech the next day due to them 
> not having the require rest break. So when you price this into a call 
> out customers wonder why they have to pay so much. So you would have 
> to end up paying them fours hours callout then the wages for the next 
> day. It can add up.
>
> *From:*AusNOG <ausnog-bounces at lists.ausnog.net> *On Behalf Of *Matthew 
> Moyle-Croft
> *Sent:* Monday, 17 September 2018 5:29 PM
> *To:* Kisakye Alex <kisakye at gmail.com>
> *Cc:* ausnog at lists.ausnog.net; ausnog-request at lists.ausnog.net; 
> chad at cpkws.com.au
> *Subject:* Re: [AusNOG] after hours staff requirement
>
> Hi,
>
> I’ve got to agree with this. A properly scripted/documented list will 
> reduce engineer call outs (improving staff morale) and, more 
> importantly, mean that if they get woken up they know it’s worth doing 
> something about.
>
> MMC
>
>
>
>     On 17 Sep 2018, at 4:55 pm, Kisakye Alex <kisakye at gmail.com
>     <mailto:kisakye at gmail.com>> wrote:
>
>     I think what a human provides is the ability to sort through
>     tickets for what can wait until morning and what needs the
>     engineer to wake up. If you are forwarding the calls directly to
>     an engineer on call, then half the time s/he is making decisions
>     on whether to get up or not.
>
>     Alex
>
>     On Mon, Sep 17, 2018 at 12:09 AM Chad Kelly <chad at cpkws.com.au
>     <mailto:chad at cpkws.com.au>> wrote:
>
>         With most modern PBX systems they will tell you if it's a PBX
>         call and
>         give you the option to either answer the call or hang up.
>
>         Or you can send the call to an answering machine which means
>         you can get
>         to the issue the next morning.
>
>         If you are running services that are mission critical that you
>         need the
>         phone answered 24/7 then you really need someone in the office
>         who is
>         awake and functioning but given what has been discussed a
>         decent PBX
>         would be fine as even if you wanted to redirect calls to a
>         call centre
>         ware a human answers that is also an option, though less needed.
>
>         As a voicemail system would be a lot cheaper and tickets work
>         better for
>         more complex issues anyway.
>
>         Regards Chad.
>
>
>
>         On 9/17/2018 4:50 PM, Andrew Jones wrote:
>         > I can see the benefit of having someone else take the call.
>         I can remember my days as an on call engineer years ago where
>         I would get a phone call from  the NOC in the middle of the
>         night, I would need to keep a pen and paper by the bed to
>         write down basic details, as in my just woken state, I would
>         forget whatever I was told 2 seconds later.
>         >
>         > You don’t want end customers talking to someone who just
>         woke up seconds ago, as they won't be in a state to properly
>         take down details and provide a mechanism to follow up (ticket
>         numbers etc)
>         >
>         > Cheers,
>         > Andrew Jones
>         > 0435 658 228
>         >
>         > -----Original Message-----
>         > From: AusNOG <ausnog-bounces at lists.ausnog.net
>         <mailto:ausnog-bounces at lists.ausnog.net>> On Behalf Of Chad Kelly
>         > Sent: Monday, 17 September 2018 4:35 PM
>         > To: ausnog at lists.ausnog.net
>         <mailto:ausnog at lists.ausnog.net>;
>         ausnog-request at lists.ausnog.net
>         <mailto:ausnog-request at lists.ausnog.net>
>         > Subject: Re: [AusNOG] after hours staff requirement
>         >
>         > On 9/17/2018 12:00 PM, ausnog-request at lists.ausnog.net
>         <mailto:ausnog-request at lists.ausnog.net> wrote:
>         >
>         >> I'm looking for a company to take on our level 1 support,
>         after hours.
>         >> 10pm - 8am AEST
>         >> 7 days a week, including public holidays.
>         >> Would prefer a local Australian company, but will consider
>         >> International too.
>         >> Require a team of sorts, that handles other companies too
>         as it's not
>         >> financially viable to have a team dedicated to us as the
>         volume of
>         >> calls is bugger all.
>         >>
>         >> We'll just redirect the 1300 number to you during those
>         times, a
>         >> simple greeting, take down notes and urgency, check the on-call
>         >> calendar and call the Engineer to action.
>         >> Basically, I need you to wake up the Engineer on call:)
>         > Frankly if this is all you need a decent phone system will
>         do this without you needing to hire an outsourcing company.
>         > Most decent PBX systems will redirect to a mobile after
>         hours or better yet straight to an answering machine that will
>         email a voicemail message to an engineer.
>         > That way they can decide if the message is important enough
>         to bother doing anything about, and frankly if you offer an on
>         call service you should be charging enough that it deters 
>         unwanted callers from ringing you in the middle of the night
>         anyway.
>         > This is why we don't advertise 24/7 support as idiots
>         randomly spam the ticket system with rubbish which you then
>         need to delete anyway.
>         > We offer support for critical issues on weekends for
>         existing customers only.
>         > Your PBX also should have a decent blacklist function for
>         telemarketers.
>         >
>         > Regards Chad.
>         >
>         > --
>         > Chad Kelly
>         > Manager
>         > CPK Web Services
>         > Phone 03 5273 0246
>         > Web www.cpkws.com.au <http://www.cpkws.com.au/>
>         >
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>
>         -- 
>         Chad Kelly
>         Manager
>         CPK Web Services
>         Phone 03 5273 0246
>         Web www.cpkws.com.au <http://www.cpkws.com.au/>
>
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-- 
Chad Kelly
Manager
CPK Web Services
Phone 03 5273 0246
Web www.cpkws.com.au

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