It sounds very much like the poster is describing an on-call rotation rather than "production support", which is a very different thing altogether. Production

It sounds very much like the poster is describing an on-call rotation rather than "production support", which is a very different thing altogether. Production support is customer support: responding to chat messages or communications from users. An on-call rotation, on the other hand, involves responding to production incidents and mounting a proper incident response. The Google SRE workbook has a great chapter on the subject: https://landing.google.com/sre/workbook/chapters/on-call/ https://landing.google.com/sre/workbook/chapters/on-call/