Standard Operating Procedure (SOP) for Receiving Emergency Support Outside of Normal Business Hours
Purpose
To establish a clear and efficient procedure for individuals to obtain emergency IT support outside of business hours to address critical issues or concerns that cannot wait until the next business day.
Scope
This SOP applies to all Client personnel who may require emergency IT support outside of normal business hours.
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Normal Business Hours: The regular operating hours of the organization, Monday through Friday, 9:00 AM to 5:30 PM PST
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Emergency Support: Assistance provided outside of normal business hours, including weekends and holidays.
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On-Call Engineer: A designated engineer available to respond to emergencies outside of normal business hours.
What is Considered an Emergency
An emergency includes the following situations:
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Security Breaches: Unauthorized access or other security incidents that threaten data integrity or privacy.
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Critical System Failures: Outages or failures of critical systems that impact business operations (e.g., server crashes, network outages).
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Account Lockout: unable to access core application with login credentials
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Computer Lockout: unable to access company-provided device with login credentials
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Stolen/Misplaced Computer: hardware is lost or stolen
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Involuntary Offboarding: employee of Client is terminated immediately
How to Contact
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Emergency Contact Number: 415-237-3360
Process to Receive Emergency Support
Step 1: When an emergency incident has been identified, contact Foxcove IT using the emergency contact number (415-237-3360). If the on-call engineer does not answer, please leave a detailed message as outlined in step 2.
Step 2: Provide detailed information about the nature of the emergency, including location, impact, any immediate actions taken, who it is affecting, and contact information.