Hi,
We have received a interesting use case to implement the coverage for our Support Groups in Alarmpoint. Request you review and provide valuable suggessions on implementation.
1. There will be 3 shifts and shift 1 starts at (5:30 AM - 1:30 PM ) & Shift 2 starts from (1:30 PM - 9:30 PM) & Shift 3 starts from (9:30 PM - 5:30 AM) from Monday to Friday all in US Central Time
2. Resources assigned in Shift 1 & Shift 2 will be always rotating every week (Resource 1 & Resource 2) from Monday to Friday
3. For Shift 3 its always the same offshore resource (Resource 3) from Monday to Friday
4. For the weekend support (Sat -Sun) - The second shift resource on Friday will be primarily the oncall during the weekend (i.e. from Friday 1:30 PM to Sunday 9:30 PM US Central) and this will be rotating every week and the 3rd week will be always the offshore resource (Resource 3 )
5. During the US holidays - Shift 3 resource will be covering all the 3 shifts including the previous day night
6. During the India holiday - Shift 1 resource will be covering for the Shift 3. (We are expecting more regions to come on the board. So there will be more regional holidays)
7. Above scenario is for Level 2 support group. Similar way Level 3 support group is working. Once we define the above coverage, then we need to define the escalations. After 10 mins if Level 2 Support Group unable to acknowledge the ticket, then it should be escalated to Level 3 team. After 10 mins, if ticket is still not acknowledged, then it should be escalated to Management Group.
Current US Holidays List
New Year's Day - Monday, January 2, 2012 (Observed)
Memorial Day - Monday, May 28, 2012
Independence Day - Wednesday, July 4, 2012
Labor Day - Monday, September 3, 2012
Thanksgiving Day -Thursday, November 22, 2012
Christmas Day - Tuesday, December 25, 2012
Holiday list for India
26-Jan-2012
23-Mar-2012
01-May-2012
15-Aug-2012
20-Aug-2012
19-Sep-2012
02-Oct-2012
24-Oct-2012
13-Nov-2012
25-Dec-2012
Hope above details are sufficient to anlyze and provide valuable suggestions/tricks for implementation.
Thanks.