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  1. #1
    Join Date
    Oct 2007
    Location
    BC
    Posts
    354

    on call - expected response time?

    When you're on call and get called out, what do you feel is a reasonable response time? What does your boss think is a reasonable response time? If you get a call on a Sunday does he expect you to be sitting around waiting to run out the door as soon as the call comes in?

  2. #2
    Join Date
    Nov 2007
    Location
    South Florida
    Posts
    41
    Most companies that dont value there employees will expect them there asap (especially if it a new customer). Reasonable employers dont expect you to just drop everything and run, but those companies are few and far between.

    I'd say within an hour and a half to two hours w/ travel is fair.

  3. #3
    Join Date
    Jun 2001
    Location
    Louisville, KY
    Posts
    12,148
    I expect the tech to answer the phone or return my call within 15 to 30 minutes.

    We service commercial refrigeration. I expect the techs to be on site within 2 hours of the initial call to me.
    Perhaps you should have read the instructions before calling.

  4. #4
    Join Date
    Mar 2006
    Posts
    1,025
    i make myself available, now that may mean that i can get a call and leave soon after or if im out with the family well it'll wait till i get done before i go

  5. #5
    Join Date
    Nov 2000
    Location
    Upstate, SC
    Posts
    2,919
    Quote Originally Posted by jrbenny View Post
    I expect the tech to answer the phone or return my call within 15 to 30 minutes.

    We service commercial refrigeration. I expect the techs to be on site within 2 hours of the initial call to me.
    Yes, I expect my techs to return the call within 30 minutes and then discuss the situation with the customer. We don't have hard and set rules for responding, but rarely have a problem. If our on-call tech is too busy to immediately respond to an emergency, he calls another tech or myself and we do what we have to do.

  6. #6
    Quote Originally Posted by jrbenny View Post
    I expect the tech to answer the phone or return my call within 15 to 30 minutes.
    Same here...I have too many older residents who need that A/C in this heat.
    (The wise men of modern thought) adore a god made of putty or of wax - plastic, effeminate, molluscous, with no masculine faculty about him, and no quality that entitles him to the respect of just and honest men, for a being who cannot be angry at wrongdoing is destitute of one of the essential virtues, and a moral Ruler who is not angry with the wicked, and who refuses to punish crime, is not divine. ---Spurgeon

  7. #7
    Join Date
    Sep 2008
    Location
    Western PA
    Posts
    25,400
    Quote Originally Posted by jrbenny View Post
    I expect the tech to answer the phone or return my call within 15 to 30 minutes.

    We service commercial refrigeration. I expect the techs to be on site within 2 hours of the initial call to me.
    This is our 'rules'.

    Big customer requires 2 hour emergency service.

  8. #8
    Join Date
    May 2006
    Location
    Vancouver, U.S.A.
    Posts
    476
    some of our customers have a 4 hour response time. we have a live operator service that gives our customers up dates as to when we will be available for there call based off our call volume. they do a good job of weeding out the actual emergency calls and not bothering the on call tech with other calls.
    Air conditioning to all and to all a good night

  9. #9
    Join Date
    Nov 2007
    Location
    I am unsure myself
    Posts
    1,116
    Make contact asap within reason. Get there when you can asap. No hard and fast rules here but I am a pretty bad example as some of my customers are 13hrs away. So two hour resposne time is tough

  10. #10
    Join Date
    Sep 2002
    Posts
    2,718
    To a computer room one hour.

  11. #11
    Join Date
    Sep 2007
    Location
    Somewhere in the world.
    Posts
    1,595
    I guess it really depends on the situation and also the location of the person on call 2hr its possible but it could be 4hr and then I guess in some remote parts of the country it could be longer.
    Arguing with your Boss is like wrestling with a pig in
    mud.
    After a while you realize that while you are getting
    dirty, the pig is actually enjoying it.

    It is not exactly cheating, I prefer to consider it
    creative problem solving.

    25 years ago we had Bob Hope , Steve Jobs , and Johnny Cash today we have no Hope no Jobs and no Cash !
    I can fix broke but i can't fix stupid !

  12. #12
    Join Date
    Dec 2005
    Location
    California/Nevada
    Posts
    3,607
    depends on the size of your area.

    in Los Angeles we were usually given an hour, but i've never had an employer complain if it took longer

  13. #13
    Join Date
    Mar 2007
    Posts
    3,103
    As quickly as possible, up to two hours.

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