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Just had a system outage tonight..
5 techs that normally sleep at night will not be sleeping well tonight.
The worst part? One tech who has primary responsibility over the issue should be up.
Why isn't he/she?
The ticketing system that also holds all on-call information has no on-call information for that support group.
Who suffers?
The entire company as the particular system being down is critical to company production.
The 5 techs have worked on the issue for 5 hours and said that since we can't reach anyone at x support group, they can't go any further... they disengaged chat and logged off.
Of course, I follow proper cover thine arse protocol.. logged the entire chat and then sent email to my management letting them know about this so it doesn't fall on my head.
I think the reason why x support group isn't on-call is because the company was trying to save money. Once we analyze how much damage was done by this, we'll determine how much money they've saved or ended up costing...
Worst part is.. I'm fielding calls all night from various sites reporting problems and dealing with their gripes and complaints... even after I give them a dose of common sense and full detail as to what's going on and why what happened happened.
5 techs that normally sleep at night will not be sleeping well tonight.
The worst part? One tech who has primary responsibility over the issue should be up.
Why isn't he/she?
The ticketing system that also holds all on-call information has no on-call information for that support group.
Who suffers?
The entire company as the particular system being down is critical to company production.
The 5 techs have worked on the issue for 5 hours and said that since we can't reach anyone at x support group, they can't go any further... they disengaged chat and logged off.
Of course, I follow proper cover thine arse protocol.. logged the entire chat and then sent email to my management letting them know about this so it doesn't fall on my head.
I think the reason why x support group isn't on-call is because the company was trying to save money. Once we analyze how much damage was done by this, we'll determine how much money they've saved or ended up costing...
Worst part is.. I'm fielding calls all night from various sites reporting problems and dealing with their gripes and complaints... even after I give them a dose of common sense and full detail as to what's going on and why what happened happened.