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.