Tier 2 on-call - 24x7 priority list
Request for comments
Need
We're working on expanding our Tier 2 Escalations program to include more subject matter experts who can help during incidents (read "customer emergencies"). As we work towards understanding what 24/7 coverage would look like, we need Support's input on which areas of expertise should be the top priorities.
What are the areas that have historically needed SME expertise, particularly on the weekends?
Approach
Generally:
- Gather data from Support
- Rollout Tier 2 Escalation coverage for teams with high support overlap
- Remove Development Escalation Process in favor of SME rotations.
Benefit
Tier 2 SMEs are available when Support needs specific expertise.