[AusNOG] after hours staff requirement

[Steven Waite]

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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