ASE retrospective: After-hours emergency
An emergency came in for a customer with an Assigned Support Engineer after the ASE's (my) work hours. An EMEA engineer joined the call and the problem was resolved quickly, but lets discuss process and expectations.
When an emergency comes in after the ASE's work hours, then the ASE shouldn't be expected to be available. The emergency can be handled through our normal process with the on-call engineer. The on-call engineer should mention the ASE in the emergency Slack thread so they can catch up when they're back. After the emergency is over, if continued work is required, then the ASE can work with the customer in a ticket.
Thoughts? Additions? Subtractions?
This scenario should go in the handbook.