24x7 Support Strategies

Wed Jun 13 15:34:48 UTC 2007

Hi,

I'm wondering how different organisations structure their 24x7 network 
operations? We are undergoing some restructuring here and it would be 
interesting for us to know how other large enterprises and service 
providers arrange this. We are particulary interested in service 
providers. (Currently we have an enterprise that is slowly morphing into 
more of a service provider setup). I'll summarise back to the list, 
after removing any identifying details.

These questions specifically refer to network staff, as opposed to any 
general Ops team.

Do you have 24x7 staff on site?
What level of technical ability do the on-site staff have?
What shift patterns do the 24x7 staff use?

Do you have a response time for on-call staff, by which time they must 
be VPN'ed into the network?
What level of techincal ability do the first line on-call staff have?
Do you have an official escalation system if the first-line on-call 
staff do not have the required techincal ability?
Do the staff on on-call escalation have a required response time, by 
which time they must be VPN'ed into the network?
Do the staff on on-call escalation rota the on-call responsibilities?
Do the on-call staff receive additional benefits or compensation for 
being on-call?