Donald Havas
I did not find samples or practices on how to set up follow the sun rotations. My teams are distributed in 3 locations/time zones and I am looking at guidance and return on experience on how to do that efficiently in xMatters.
0
Comments
Please sign in to leave a comment.
Hi Donald!
You may get different returns depending on who actually creates the shifts in the group. When you create a shift in xMatters, that shift inherits the timezone of the user in question. That also inherits things like Daylight Savings changes for that timezone and as you may know that does differ for example in the UK compared to North America. You can choose to have the same person create all shifts, if you want those locations to also observe DST then it may be best for each supervisor in each region to create and manage their own shifts.
Can you elaborate on what your shifts look like? You want to start by fleshing out first what the hours are for each shift, how many people are in each shift and then whether or not there are any kinds of rotation or escalation patterns to observe for each shift.
You can have flat shifts that blast out to all members (and supervisor if you want), you can have a rotation where one person is first then put in a delay before contacting a second person or the supervisor then another delay before the rest of the team is called and then establish a rotation based on events or when the shift is over.
Thanks Francois!
What I have so far:
I would like to handle 24/7 support by leveraging these timezones and their business hours. Idea is to always have a primary oncall per region that will rotate weekly. When Montreal ends its day, Singapore primary takes over and is getting page if something happens, etc. End of the week, all zones primaries rotate.
Thanks Mike, this is perfect.