Who responds.
WHAT TO ESTABLISH
Who is responsible, at which times How they are contacted What they are expected to do When to escalate
WHAT A SMALL TEAM CAN REALISTICALLY OFFER
Best effort during working hours, and a named person for genuine emergencies.
WHAT TO BE HONEST ABOUT
What you actually provide, to customers and to staff.
WHAT TO DEFINE
What constitutes an emergency.
WHY
Otherwise everything becomes one, or nothing does.
WHAT TO PROVIDE THE RESPONDER
Access Documentation Authority to act A clear escalation path
THAT THIRD POINT
Someone unable to revert a deployment without permission cannot respond.
WHAT TO AVOID
One person permanently responsible Expecting availability without arrangement Alerts that fire overnight for non-urgent conditions
WHAT TO ROTATE
Responsibility, where there is more than one person.
WHAT TO REVIEW
How often people were contacted, and whether it was warranted.
WHAT TO FIX
Anything waking someone unnecessarily.
