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    Arjun Ghose
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    This document provides instructions for on-call support. It states that all problems should be reported through the helpline tool. On-call support is available outside of standard hours and the on-call agent should be contacted first according to the escalation matrix. ICC team will also provide standby support beyond regular hours and the person on call should charge for a minimum of 3 hours in their timesheet regardless of hours worked. The document also includes an on-call schedule assigning resources for different dates.

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    OnCall

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    This document provides instructions for on-call support. It states that all problems should be reported through the helpline tool. On-call support is available outside of standard hours and the on-call agent should be contacted first according to the escalation matrix. ICC team will also provide standby support beyond regular hours and the person on call should charge for a minimum of 3 hours in their timesheet regardless of hours worked. The document also includes an on-call schedule assigning resources for different dates.

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    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
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    4 views4 pages

    Instruction 1 2 3 4 5

    Uploaded by

    Arjun Ghose
    This document provides instructions for on-call support. It states that all problems should be reported through the helpline tool. On-call support is available outside of standard hours and the on-call agent should be contacted first according to the escalation matrix. ICC team will also provide standby support beyond regular hours and the person on call should charge for a minimum of 3 hours in their timesheet regardless of hours worked. The document also includes an on-call schedule assigning resources for different dates.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 4

    Instruction

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    Instruction
    All Problems need to be reported through the Helpline Tool.
    On Call Support gets activated outside of standard working hours (08:00 - 18:00 local time) only for
    In Case of provided On Call agent is NOT reachable, please use the escalation matrix
    SAP Availability /Logon/Network are 24X7 supported , hence NO Standby needs to be defined. BASIS

    ICC team will also be on Standby duty beyond regular working hours (08:00 - 18:00 CET) and can be

    Person on call, needs to charge 1 hour in ATOS and 3 hours in Nessie timesheet for a day .And in cas
    minimum 3 hours in Nessie time sheet and 1 hour in ATOS).
    Example:
    1.if you are working 2 hrs then charge 3 hrs in nessie timesheet and 2 hrs in ATOS.
    2.if you are working 4 hrs then charge 4 hrs in nessie timesheet and 4 hrs in ATOS.

    Person receiving call should respond ASAP without any delay


    Date Day Resource
    2021-11-01 Monday RR
    2021-11-02 Tuesday RR
    2021-11-03 Wednesday RR
    2021-11-04 Thursday RR
    2021-11-05 Friday RR
    2021-11-06 Saturday RR
    2021-11-07 Sunday RR
    2021-11-08 Monday NT
    2021-11-09 Tuesday NT
    2021-11-10 Wednesday NT
    2021-11-11 Thursday NT
    2021-11-12 Friday NT
    2021-11-13 Saturday NT
    2021-11-14 Sunday NT
    2021-11-15 Monday RR
    2021-11-16 Tuesday RR
    2021-11-17 Wednesday RR
    2021-11-18 Thursday RR
    2021-11-19 Friday RR
    2021-11-20 Saturday RR
    2021-11-21 Sunday RR
    2021-11-22 Monday NT
    2021-11-23 Tuesday NT
    2021-11-24 Wednesday NT
    2021-11-25 Thursday NT
    2021-11-26 Friday NT
    2021-11-27 Saturday NT
    2021-11-28 Sunday NT
    2021-11-29 Monday RR
    2021-11-30 Tuesday RR
    2021-12-01 Wednesday RR
    2021-12-02 Thursday RR
    2021-12-03 Friday RR
    2021-12-04 Saturday RR
    2021-12-05 Sunday RR
    2021-12-06 Monday AJ
    2021-12-07 Tuesday AJ
    2021-12-08 Wednesday AJ
    2021-12-09 Thursday AJ
    2021-12-10 Friday AJ
    2021-12-11 Saturday AJ
    2021-12-12 Sunday AJ
    2021-12-13 Monday NT
    2021-12-14 Tuesday NT
    2021-12-15 Wednesday NT
    2021-12-16 Thursday NT
    2021-12-17 Friday NT
    2021-12-18 Saturday NT
    2021-12-19 Sunday NT
    2021-12-20 Monday VD
    2021-12-21 Tuesday VD
    2021-12-22 Wednesday VD
    2021-12-23 Thursday VD
    2021-12-24 Friday VD
    2021-12-25 Saturday VD
    2021-12-26 Sunday AJ
    2021-12-27 Monday AJ
    2021-12-28 Tuesday AJ
    2021-12-29 Wednesday AJ
    2021-12-30 Thursday AJ
    2021-12-31 Friday AJ
    2022-01-01 Saturday AJ
    2022-01-02 Sunday AJ
    2022-01-03 Monday NT
    2022-01-04 Tuesday NT
    2022-01-05 Wednesday NT
    2022-01-06 Thursday NT
    2022-01-07 Friday NT
    2022-01-08 Saturday NT
    2022-01-09 Sunday NT
    2022-01-10 Monday NT
    2022-01-11 Tuesday NT
    2022-01-12 Wednesday NT
    2022-01-13 Thursday NT
    2022-01-14 Friday NT
    2022-01-15 Saturday NT
    2022-01-16 Sunday NT

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