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Working Shifts
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.
Weekdays
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
Weekends
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.
Holidays
In the support team we will follow the holidays taking into consideration the agent's location. Minimum coverage per shift is mandatory (24x7 regime).
Last modified 3mo ago