On-Call Work

In specific situations, clients may ask 25Friday to provide on-call services to be able to respond fast to incidents that might occur outside normal working ours. Participation is optional, but we ask you to contribute to the stability and success of our partners.

We are only contacted if the problem cannot wait until the next business day (P0 or P1 incidents).

Responsibilities

  • Ensure that you are physically and mentally ready to respond to incidents:

    • E.g. don’t drink alcohol or any other substance that might affect your mental, motor or reasoning capabilities

  • Ensure that all equipment and services are verified and ready for service:

    • Laptops and any other equipment should have a fully charged battery and no malfunctioning or flaky equipment is used during on-call periods.
    • If a VPN is required, make sure it’s working before starting an on-call period. The same thing applies to all software.
    • If a shared phone number is used (e.g. Sonetel) make sure it’s operational

  • There’s an SLA associated with on-call service, make sure to meet it:

    • This usually means that the incident response time must be under 60 minutes between notification and actively assisting in a response.

  • If, for any unexpected reason, the on-call person is not available (e.g. large power outage) we ask you to:

    • Reach out to a team member to cover the on-call day.
    • Contact the partner proactively and inform him about the situation.

Compensation

On-call compensation is comprised of two components. A fixed amount (to be agreed upon) that is paid regardless of any incident response, plus a variable amount that is to be paid according to the time actually spent responding to incidents.

Each participant can choose to receive this compensation as salary, with the relevant legal tax deductions, or as a Coverflex bonus.

Payments are made at the end of each month as part of the normal salary process. To make sure that the compensation is properly considered, do not forget to log the time spent on on-call activities!

Time Registration

We need to register the days we provide support and the amount of off-office hours worked while on-call. There are two different tasks for this:

  • On Call - Availability: Register 1 hour per day when on call.
  • On Call - Incident: Round up the worked time to the nearest hour. For example, if you worked 1 hour and 17 minutes, you should log 2 hours. This information will be added to the invoice that 25Friday sends to partners, including the time details.

Note

  • A call-out represents at least one hour of work, even if the actual work takes only 15 minutes.
  • If a person is called again within half an hour of the initial call-out, the intervening time also counts as work time.

Tools and Services

Due to the nature of on-call service which is unpredictable, additional tools may be provided to assist operations and ensure a fast incident response time, namely:

  • A portable internet hotspot
  • A flexible phone number