Dina Garfinkel PMPProject Manager| Horn Group IncNew York, Ny, United States
I am looking for others who help support their client websites, either hosted externally (we have servers on our office) or externally (my client is hosted at Verio). We're a small operation, so our own team handles off-hours and weekend IT support. So, a programmer and PM take turns being 'on-call', which means monitoring the system, responding and being in touch with the client if the websites go down or if there is any other issue with the servers.
I am curious what other people out there do. Do you handle off-hours support for your website? Do you outsource it? Some hybrid of the two?
thanks
Dina Saving Changes...
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Veer MohiteService Delivery Lead PMP Certified| IBMJersey City, Nj, United States
The current trend is to split business and off-hours split between two teams to ensure 24x7 coverage but not necessarily between two different vendors.
Can you tell us more about how you hand-over support to your client during their business hours? Saving Changes...
Dina Garfinkel PMPProject Manager| Horn Group IncNew York, Ny, United States
Since we're a small company we don't have enough people to have that second shift, so some of the same people who come in to work during the regular daytime hours are also responsible for being on call and possibly responding when we have server problems in the middle of the night.
So, we never really hand off the support to the client during the daytime, we're monitoring the system during the daytime also (if I understood your question). Saving Changes...
Veer MohiteService Delivery Lead PMP Certified| IBMJersey City, Nj, United States
Dina, thanks for your response. Are you looking for information regarding some particular activity w.r.t supporting client websites?
A lot of clients split outsourcing work based on the services required and the effort involved.
Daily Support is considered as providing services to keep the current system available. Enhancements are changes required to improve support services. Major projects that change the system being supported are independent projects and are not considered to be a part of daily support or enhancements.
How a particular vendor manages this is dependent on what is agreed in the Statement of Work or Document of Understanding between the client and the vendor.
