On-Call Standard Operating Procedure

Purpose

The purpose of this SOP is to outline the process and expectations for tech support agents during weekend and After-Hours on-call duties.

Weekend Coverage

This procedure applies to all tech support agents responsible for providing weekend coverage.

Coverage Hours

• Weekend on-call coverage will be provided during normal business hours: 9:00 AM to 5:00 PM.

Responsibilities

1. Morning Check-In
   • Tech support agents must log into Freshdesk/Slack by 9:00 AM.
   • Check for any ticket requests or messages related to tech support.
   • Schedule any NON-Emergency requests for the upcoming week, input the scheduled call on the PLS Support shared outlook calendar.
   • Provide immediate assistance to all calls classified as emergency by customer.
2. Afternoon Check-In
   • Tech support agents must log into Freshdesk/Slack between 1:00 PM and 5:00 PM.
   • Check for any new ticket requests or messages related to tech support.
   • Schedule any NON-Emergency requests for the upcoming week, input the scheduled call on the PLS Support shared outlook calendar.
   • Provide immediate assistance to all calls classified as emergency by customer.

Response Time

• All ticket requests received on Slack must be responded to within 4 hours of receipt.
• Ensure timely resolution or escalation of issues as required.

Documentation

• Document all actions taken for each ticket request in the support ticketing system.
• Ensure all relevant information is captured for future reference and follow-up.
• Ensure scheduled calls are entered into the Support calendar with accurate time and dates.

Weekday After-Hours

This procedure applies to all tech support agents responsible for providing Weekday After-Hours coverage.

• Unlike weekend coverage, there are no outlined hours of expected availability. All techs will take home their workstations in case of emergencies. Management will reach out via text or email chain to request necessary assistance from the support team.

Win Back Time

This refers to the hours that are given back to employees for time worked outside of normal operating hours. Logged hours need to be used within two weeks of time worked.

• Log hours worked after 9am to 5pm on weekends
• Log hours worked 9am to 5pm on weekdays