[user5994461]

You surely realize that no human being can be available 24/7 within 20 minutes. It's beyond slavery to expect that from any employee.

You need at least 10 sysop/sysadmin to achieve anything close to that SLA, with a sustainable rota. Contrary to the parent posters who believe it can be done with THE right guy.

[greenleafjacob]

With 3 people you can have a "follow the sun" rotation during business hours which takes care of the entire week, and I don't think you would need 7 more people for the weekend.

[zaarn]

We manage it with 3 sysop/sysadmins. I think you vastly overestimate how many people you need to keep a 20 minute SLA.

[Spooky23]

That’s a shitty life.

[zaarn]

I find it rather insulting that you think it must be a shitty job.

[Spooky23]

Expectation of 24/7, 20 minute response to a callout is bullshit. If that’s not shitty, you’re a victim of some sort of employee Stockholm syndrome.

[zaarn]

Not all 3 have to respond all the time. It's a rotating schedule for having the overnight phone and the weekend phone (during weekend nights the SLA is relaxed to 1 hour).

And keep in mind, 20 minute response doesn't mean you fix the problem in 20 minutes, it means you respond in 20 minutes to the callout.

I think you're victim of an easy-going startup culture.

[Spooky23]

I misread it.

I’ve been oncall for escalations for like 15 years. That’s miserable enough, IMO frontline guys need fixed schedules and rotation if the volume is high.

I definitely cast my perspective on this and apologize if I came on too strong,