On-Call Standard Operating Procedure (SOP) for Weekend and After-Hours Tech Support

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. MorningCheck-In
o Tech support agents must log into Freshdesk/Slack by 9:00 AM.
o Check for any ticket requests or messages related to tech support.

2. AfternoonCheck-In
o Tech support agents must log into Freshdesk/Slack by 1:00 PM.
o Check for any new ticket requests or messages related to tech support.

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.

    After-Hours

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