4 ms·

Who responds to customer issues on Fridays?

by bberenberg 5y ago

thanatos519 5y ago
He didn't say that everyone works the same 4 days.
- soneca 5y ago
  He did say that
  - cebert 5y ago
    At Lockheed when I worked there, everyone worked M-Th. Friday was the one flex day that was in play depending on which working arrangements an employee chose.
- Kranar 5y ago
  >work monday-thursday, all remote.
- CountDrewku 5y ago
  He did, but he mentioned later there was on-call. So it's a 4 day facade, similar to unlimited vacation.
  - autarch 5y ago
    I wouldn't call it a "facade". It's 4-day weeks where in some weeks you have to be on call on Friday. If there's enough people that means being on call every month or two. As long as they're up front with us when hiring it seems fine to me. If you don't want to be on call, that's something you need to factor into your job search. I've always factored it in for my searches!
maccard 5y ago
The same people who respond on Saturdays presumably?
- bberenberg 5y ago
  There is usually a decent difference in support volume between a customer weekday and a customer weekend. I would like to understand how they are thinking about this. It's especially perplexing since their site has no support info that I could find, so maybe they take the Google approach of not providing support.
  - adam_gyroscope 5y ago
    We have a chat box that pops up for all support, and offer support@bit.io. Both get routed to our Intercom instance, and both generate opsgenie alerts for some cases. We do an on-call rotation for answering the support requests. We don't _yet_ do support on-call on the weekends.
adam_gyroscope 5y ago
Great question. The sad fact of the 4 day work week is that the rest of the world doesn't do it, so external support is a challenge. Right now, my co-founder and I try to do any external customer _meetings_ that have to take place on a friday. But for support we have an on-call rotation (like we do for engineering), and that does cover fridays. So, the support on-call person handles friday support requests.
- whoomp12342 5y ago
  do they take a different day off in the week or do they have an occasional 5 day work week? Not a comment out of the side of my mouth, I am legit curious. at any rate, an occasional 5 day week is better than an occasional 6 day week
  - adam_gyroscope 5y ago
    It's oncall, like any engineering on-call rotation, so there's an SLA for responding to support requests; currently our oncall is 6am-6pm Pacific time (weekdays). So, it's as much as work day as any on-call rotation is.

Who responds to customer issues on Fridays?

thanatos519 5y ago

He didn't say that everyone works the same 4 days.

soneca 5y ago
He did say that
- cebert 5y ago
  At Lockheed when I worked there, everyone worked M-Th. Friday was the one flex day that was in play depending on which working arrangements an employee chose.
Kranar 5y ago
>work monday-thursday, all remote.
CountDrewku 5y ago
He did, but he mentioned later there was on-call. So it's a 4 day facade, similar to unlimited vacation.
- autarch 5y ago
  I wouldn't call it a "facade". It's 4-day weeks where in some weeks you have to be on call on Friday. If there's enough people that means being on call every month or two. As long as they're up front with us when hiring it seems fine to me. If you don't want to be on call, that's something you need to factor into your job search. I've always factored it in for my searches!

maccard 5y ago

The same people who respond on Saturdays presumably?

bberenberg 5y ago
There is usually a decent difference in support volume between a customer weekday and a customer weekend. I would like to understand how they are thinking about this. It's especially perplexing since their site has no support info that I could find, so maybe they take the Google approach of not providing support.
- adam_gyroscope 5y ago
  We have a chat box that pops up for all support, and offer support@bit.io. Both get routed to our Intercom instance, and both generate opsgenie alerts for some cases. We do an on-call rotation for answering the support requests. We don't _yet_ do support on-call on the weekends.

adam_gyroscope 5y ago

Great question. The sad fact of the 4 day work week is that the rest of the world doesn't do it, so external support is a challenge. Right now, my co-founder and I try to do any external customer _meetings_ that have to take place on a friday. But for support we have an on-call rotation (like we do for engineering), and that does cover fridays. So, the support on-call person handles friday support requests.

whoomp12342 5y ago
do they take a different day off in the week or do they have an occasional 5 day work week? Not a comment out of the side of my mouth, I am legit curious. at any rate, an occasional 5 day week is better than an occasional 6 day week
- adam_gyroscope 5y ago
  It's oncall, like any engineering on-call rotation, so there's an SLA for responding to support requests; currently our oncall is 6am-6pm Pacific time (weekdays). So, it's as much as work day as any on-call rotation is.