After hours support

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xpd

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#100708 17-Apr-2012 11:21

Something thats come up at work is after hours IT support...

How does your company deal with it ?

Do you have a graveyard IT staff member ?
Or an after hours mobile (and if so, 24/7 or 5pm-10pm only sort of thing) ?

If you do have an after hours mobile thats used, do you get anything from the company for carrying it around ? (If its not in your contract that you'll be after hours support)

TIA

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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billgates

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#610425 17-Apr-2012 11:26

We offload calls to datacom call center after 5pm. If they get a call after hours and cannot resolve the issue then they ring the person that's on call. There are 5 of us so once every 5 weeks is my turn.

Do whatever you want to do man.

garvani

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#610450 17-Apr-2012 11:58

We have an after hours service that im currently the man behind, as im hard up for cash at the moment

(Thailand beach holiday to pay for).
Its 24/7, we have a work mobile that then diverts to who ever is on call. I get reimbursed $100 a week for actually being on call, plus any actual call outs get charged out accordingly. So far i have had 0 calls in 3 weeks, so its money for nothing at this stage.

insane

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#610462 17-Apr-2012 12:15

Have a support desk which is 24/7, things they can't fix are escalated to the rostered on-call guy who gets a 1.5hours per day retainer which also covers the first hour of work on any day. Anything over 1 hour on a day is paid out at 1.5x hourly rate.

Also work phone, and then have a pager/laptop when on-call.

gjm

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#610471 17-Apr-2012 12:30

we get just under $300 for being on call for a week 24/7. If we get a call and it takes longer than 15 mins we get paid time 1.25 and then time 1.5 on weekends. We have to be within 25k of work and not be intoxicated at any stage during the oncall period. There is 3 of us so its every third week for me.

We only get / accept calls for urgent issues e.g. server down, pron not working etc :)

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garvani

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#610473 17-Apr-2012 12:37

gjm: we get just under $300 for being on call for a week 24/7.

Im getting jipped, i thought i was on a good wicket until seeing this! but im on south island town rates so thats to be expected i guess!
I didn't mention that just leaving the house is an hours chargeable and any work done is 1.5x. There is 4 of us so theoretically it should be once a month but ive been hogging it lately due to the money for nothing factor

gjm

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#610474 17-Apr-2012 12:39

yup, Id need several lifetimes of being oncall to cover my mortgage in Auckland

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Kyanar

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#610487 17-Apr-2012 13:01

We pay just shy of $600 per week for on call, but don't pay out for any callouts - unless it's a planned change, in which case it pays $35/hour. Individuals who aren't on call who work out of hours even on a callout get $35/hour and everyone gets 1.5 x hourly rate and a day in lieu on public holidays.

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testha

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#610530 17-Apr-2012 14:23

Last company I worked for it is about $300 for standby a week and x1.5 for each call out. Minimum charge is 1h for remote work, 3h for going onsite.

Being intoxicated during standby wasnt regulated ;p

After years of being on call I now enjoy the free time.

johnr

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#610534 17-Apr-2012 14:33

Support desk 24/7

vinnieg

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#610553 17-Apr-2012 14:51

$0 extra, on call one week out of three. 5.30pm-7am next morning. No alcohol allowed.
Have to be within 30 minutes of the premises.

Occasionally get an hour extra at lunch, if I get called out.

I have moved across the ditch. Now residing in Melbourne as a VOIP/Video Technical Trainer/Engineer.

dpf81

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#626308 16-May-2012 17:01

$400pw with $100 extra if an onsite visit to the office is required. 7pm-7am 7 days and have to be within 1 hour of the office

nzkiwiman

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#626320 16-May-2012 17:27

At the last placed I worked, because I had a company mobile and laptop it was expected that if I received a phone call after 5pm I would take the call and help the person. My salary covered me for any call that I had to take -- maybe got one a week

Because it was a internal helpdesk there was nothing about needing to be around the the phone or being near a computer during after hours just incase their were calls.

Most of the time phone was in car while I was inside so if I did get one of these calls I never heard it :-)

In my current job, no requirement to assist anyone outside of the 8 hours at work.