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IMPORTANT, THIS IS STILL A PROPOSITION, IT IS NOT THE FORMALIZED DOC YET. |
IMPORTANT, THIS IS STILL A PROPOSITION, IT IS NOT THE FORMALIZED DOC YET.
Rocket.Chat offers 24/7 coverage for our customers. To keep the operation running smoothly, we divide our team in 5 different shifts for weekdays (Monday to Friday), as below:
| Shift | Time (UTC-3) | Time (UTC) | Time (UTC+3) |
|---|---|---|---|
| A (Europe Early Shift) | 12 AM - 9 AM | 3 AM - 12 PM | 6 AM - 3 PM |
| B (Europe Mid Shift) | 6 AM - 3 PM | 9 AM - 6 PM | 12 PM - 9 PM |
| C (Americas Day Shift) | 9 AM - 6 PM | 12 PM - 9 PM | 3 PM - 12 AM |
| D (Americas Mid Shift) | 1 PM - 10 PM | 4 PM - 1 AM | 7 PM - 4 AM |
| E (Americas Late Shift) | 3 PM - 12 AM | 6 PM - 3 AM | 9 PM - 6 AM |
On weekends the support team works following the oncall regime.
| Shift | Time (UTC-3) | Time (UTC) | Time (UTC+3) |
|---|---|---|---|
| Oncall A | 12 AM - 12 PM | 3 AM - 3 PM | 6 AM - 6 PM |
| Oncall B | 12 PM - 12 AM | 3 PM - 3 AM | 6 PM - 6 AM |
During the oncall the agent will be responsible for:
- Meet all first touch SLAs (Paid Support queue)
- Monitor the support hotline for incoming calls
For the oncalls, we will have a specific channel (rocketchat-oncall) which will receive all notifications from Zoho Desk related to the SLA tickets on weekeds.
IMPORTANT: The shift schedule will be posted and saved on Zoho People Shift Calendar tool.
In the support team we will follow the holidays taking into consideration the agent's location. Minimum coverage per shift is mandatory (24x7 regime).