Support Escalation Path and On-Call Rota
Decide who is called when something serious happens.
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Design an escalation path. Levels of support and who staffs them: [LEVELS]. Types of serious issue: [SERIOUS_ISSUES]. Hours the business operates: [HOURS]. Contact methods: [CONTACT_METHODS]. Define triggers for each level, response times, what information must be in an escalation, who decides to declare a major incident, and who tells customers. Provide a rota design that spreads on-call duty fairly, with limits on consecutive days and a rule for compensation or time off in lieu, to be agreed with staff [VERIFY]. Return an escalation chart in text, a template for an escalation message, an example with invented details, a customer update template under 80 words, and a monthly review of escalations that were unnecessary or too late. Employment rules for on-call work differ by region [VERIFY]. Add a worked on-call example: a team of six with one primary and one backup each week, rotating weekly, so each person is primary once every six weeks. Provide a handover checklist for the end of on-call week, a template for recording out-of-hours calls, and a monthly count of out-of-hours pages with a target to reduce avoidable ones. Include a note on health and safety, rest periods and the right to decline extra shifts, to be checked with HR [VERIFY]. Add the wording of a message sent to customers when a major incident is declared and a script for the first call to the on-call manager that takes less than a minute. Add an annual drill: simulate a night incident with an invented scenario, time how long the chain takes, and fix delays. Record the lessons and update the contact list every quarter. Add a short section on measuring the process: time from escalation to acknowledgement, number of escalations that were not needed, and a quarterly review of the rota's fairness with staff feedback. Close with a review after the first quarter: how many escalations were needed, how many were late, and what changes to the rota the team asked for.
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Invented rota: six staff, one primary and one backup per week, rotating weekly. Each person is primary once every 6 weeks and backup once every 6 weeks. Escalation example: severity 1 (service down) page the primary within 5 minutes; if no answer in 10 minutes, page the backup; manager informed at 30 minutes. Quarter log: 14 out-of-hours pages, 5 avoidable (36 percent: 5 / 14). Target: fewer than 20 percent next quarter. Drill: simulated night incident took 22 minutes from page to acknowledgement; target 10.
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