Purpose:
This policy is to help us provide after hours, best effort support to our clients.
Scope:
This policy applies to the following departments.
- Client Services
- Implementations
Procedure:
- Schedule
- The on-call schedule is determined semi-monthly.
- The rotation is every three days.
- Responsibilities:
- Take customer calls and troubleshoot issues or enter requests.
- Escalate and call additional staff as needed.