Our Application services are very simple in the way they are organized: critical services and key services. The first category are covered 24×7 and 365 days. The second ones are just 8×5 on working days.
The rule is simple: what service do you want to pay? just pick one.
This year the finance closing period coincides with Easter season and the people supporting key services are at home. I have received an interesting escalation asking why the support is not available Today for the closing period. Funny, isn’t it?
I’m so sorry for the problems that it could generate to you, but we are closed Today. We can have a meeting next week to review if the extra availability requirements you have for these services.
You can make a customer aware that something is important, but they sometimes do no take care. But these senior escalations in the client, where they do not take care about why nobody is available, are really good compelling events.