In the past I have had to create on-call rotations for use in an operations environment. The goal of a rotation like this is to provide the employees with the ability to plan for time when they may be required to be close, available, and on alert. This translates into knowing when best to take that camping trip, vacation, or simply “disconnect” to a certian degree (like turning off email alerts, but still answering phone calls).
These 9 guiding statements were used with the following high level method. The purpose of the guidelines was to explain the responsibilities and make clear that resolution was not only the on-call persons’ responsibility.
A list is used to say who is primary on-call and secondary on-call. The rotation was simply alphabetical. A, then B, Then C, then D. The individuals on-call were on-call for the team and may not be a subject matter expert on whatever may have an issue.
- Be Point of Contact until not needed
- Be on-call secondary after on-call
- Maintain your status in on-call list
- Long running issue, use secondary in list
- Update status in on-call list on Monday
- Respond to alerts
- Respond to phone call contact
- Stay Rested
- Resolve if possible