Policies/Procedures on preventing after hours calls

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Policies/Procedures on preventing after hours calls

PhilipC

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Points: 3124
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June 16, 2014 at 3:23 am

#294438

I'm curious as to what policies/procedures other DBAs have in place at your various companies to try and cut down after hours calls and ensure that when you do get a call, it's more than likely an actual SQL issue.
What do you advise your Service Desks, Level 2 Support, etc?
Comments appreciated 🙂

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Jeff Moden SSC Guru Points: 1004318 More actions · Answer 1

I wouldn't adivse them of anything. They should be following a written procedure that helps them make better decisions. Ask to see the written procedure so that you can see what's going on there and perhaps suggest a change.

If they don't have such a written procedure, then they need to make one. It should also contain an "FLD" (Fault Location Diagram) which is a flow chart that they should follow to help isolate a problem to the correct area of expertise.

--Jeff Moden

RBAR is pronounced "ree-bar" and is a "Modenism" for Row-By-Agonizing-Row.
First step towards the paradigm shift of writing Set Based code:
________Stop thinking about what you want to do to a ROW... think, instead, of what you want to do to a COLUMN.

Change is inevitable... Change for the better is not.

Helpful Links:
How to post code problems
How to Post Performance Problems
Create a Tally Function (fnTally)

george sibbald SSC Guru Points: 104210 More actions · Answer 2

After a call an RCA (root cause analysis) should be done to avoid repitition of calls. At our shop this is handled by the Incident management team.

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PhilipC Hall of Fame Points: 3124 More actions · Answer 3

Thanks guys, I know for a fact there's no written procedure. At the moment it's let's ring everyone and get them to verify their side.