You can rely on an outside call center to take payments and do the basic
tier 1 troubleshooting. They'll have to escalate a "real" problem
because you'll know things about your network that they won't know. Go
in with that expectation and you'll come out happy.
Some labor laws are federal and some are state. So your state laws will
be a factor in how to handle an employee doing off hours stuff. It
might be dangerous to go by what this bunch of randos on the Internet
are doing.
In NY I'm aware of two methods that apparently are ok. Some people get
paid an "on call rate" which is different from their normal rate, and
they switch to normal rate when they start working. I'm aware of other
companies who pay for 4 hours if the person does any work at all, and
then pay for a full day if the person exceeds 4 hours and 1 minute.
Both of those methods apparently are ok --major companies in this area
use both of these methods. My understanding is that if we place an
expectation on the employee that they should be available to handle a
call then that interferes with their own use of their own time and they
have to be somehow be compensated for that. Since you're in another
state, it might be different. I'm not a lawyer, and I'm completely
unqualified to talk about any of this, and I'm barely qualified to talk
about anything at all.
-Adam
------ Original Message ------
From: "Darin Steffl" <[email protected]>
To: [email protected]
Sent: 4/25/2018 7:57:45 PM
Subject: Re: [AFMUG] After Hours Tech Support
We don't.
We pay serverplus $250 per month minimum for "X" amount of calls for
24/7 tech support when our office is closed. It works fine most of the
time and the customer gets to talk to someone. We don't return calls
until normal business hours again. Sometimes I'll text someone if I
think it'll be a quick fix. Otherwise, they're told to expect a
callback on the next business day.
On Thu, Apr 26, 2018 at 1:39 AM, Matt <[email protected]>
wrote:
How or what do you pay an employee to either answer phone calls or
return voicemails after hours or on weekends?
--
Darin Steffl
Minnesota WiFi
www.mnwifi.com
507-634-WiFi
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