How Do You Handle After Hours On Call Support/Service?

Interested in what other integrators have in place?

Field techs on call?

Remote Support techs on call?

What they are paid?

Weekly on call rate? Hourly rate per call?

Service plan vs non-service plan clients?

Who fields calls and determines if it's an emergency and to dispatch?

Emergency rates to end user?

Basically looking to see what others are doing so we can put something together.

Thank you.

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** **** ** **** thinking ** **** *** offering ***** ** ****** type? (**: ****** ** video ** **** ** etc)

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** ***** *****, ** off-hours * ********** ******** or ** ** ****** when ***** **** **?

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***** *** ******** **** emergency ***** ***.

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***** ** * ****** when *** **** ****** oncall **** - **** dependent ** *** ***** income - **** *** burned ***, ******* *****, productivity ** ******** **** suffers, ***** ************* *** then *********. **** ** maintain *** ********.

****,

***** *** - **** do *** *** *** tech ****** **** ** be ********* *** ** call?

**** *'** ****** **-**** in *** **** (* don't *******) ** ****** pay *** **** ** less ***** ** *** extra **** (******* ***) per *** (* ****). And **** ** * had ** ** ***, that *** ***** ***** of *** ****** *****, all **.

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* ***** **** ** blended ******* **** **** and **** *** ****** equivalent ** * ** 5 ***** ***. ** 3 ****** *** *** numbers ****** *** ******* on ***** ***** ******* calls *** ****** ***********.

*** ******* * **** for ** **** ** call *******, ********* *** billed ****** **** *** the ***** **** *** 1.5x ***** ****, *** clock ****** **** *** tech ********** *** **** until **** ****** ** their *********** *****. ****** calls *** ****** *** same. *** **** ** paid *** **** ** all ***** ****** *** the ****.