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Is pay for being on standby still a common practice for professionals in IT and Customer Service
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2 Answers
Yes, I still find it done a vast majority of the time in technical support. You may want to offer some additional compensation especially if the people in the group are newly being asked to provide the extra hours. They will perceive they are being asked to work more days than they originally asked to. But, if they were hired with this understanding, then this work is already built into their pay.
If possible, I offer enough compensation that people do not dislike taking the extra hours service. That is, I look to offer enough compensation so just mild arm twisting is necessary to get people to take the extra hours. If calls are infrequent enough, I don't find too much is necessary for them to take this service.
I definitely think it's smart to have IT on standby in case something major happens. However, as Tim suggests, I would offer enough compensation that doing extra hours is not a huge ordeal to them. The only downside I've seen with monthly service packages is that some companies will only do the minimum work necessary. If you can find a good one then that's your best bet because you always have someone you can call on plus most monthly service packages include general maintenance which should help offset some major and potentially costly problems.
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