The core purpose of an oncall model is to make sure there’s always someone ready to tackle incidents to keep operations smooth and minimize any downtime.

But when it comes to choosing the right oncall model for your team, it’s not just having hands on deck for emergencies. It's about fine-tuning response times, balancing the workload effectively, and prioritizing the wellness of your team.

This post explores five distinct oncall models, each with its own set of benefits and challenges. Dive in to find out which one best fits your organization.

1. Follow the Sun Model

💡 Works great for remote teams and members spread across multiple time zones.

Imagine this: your team provides 24/7 support without anyone having to sacrifice their sleep. That's the "Follow the Sun" model in a nutshell!

Here's how it works: You've got team members scattered across different time zones all over the world. Oncall shifts are assigned based on each member's regular working hours in their respective time zone.

So, when an incident pops up, the team member who's wide awake and ready to tackle it in their time zone takes charge. If they can't resolve the issue within their shift, they pass the baton to the next team member in the following time zone.

Wanna know how to create the “Follow the Sun” model for your team? Watch this video:

Why Choose It?

With the "Follow the Sun" model, you get 24/7 coverage without asking your team to work during the wee hours. Plus, response times are faster because there's always someone available during their working hours, keeping your customers happy.

Another bonus? The oncall workload is spread evenly across the team, so no one feels like they're carrying the weight of the world on their shoulders. And since the issue is passed along to the next available team member, incidents get resolved continuously.

The Drawbacks?

Coordinating teams across different time zones can be a bit of a headache. And during handoffs, the next person oncall might feel like they're playing catch-up with what the previous team member did. It's like trying to solve a puzzle with missing pieces!

Spike’s Tip: Annotate incidents with comments, providing context and clarity for the next person on duty.

If the teams in different regions have different skill levels, you might end up with inconsistent service quality. That's a surefire way to leave your customers feeling disappointed.

2. Primary/Secondary (or Tiered) Model

💡 Works best for teams anticipating too many unknowns and for larger critical services.

The Primary/Secondary (or Tiered) model is an oncall approach where incidents are assigned to responders based on a hierarchy of expertise.

Here's how it works: The team is divided into tiers, with primary responders as the first line of defense. If they can't solve the issue, they call in the secondary responders who bring more expertise and experience to the table.

Why Choose It?

Incidents are quickly triaged and addressed by primary responders. When things get tough, expert secondary responders swoop in to save the day.

Plus, less experienced team members can learn by handling initial responses, sharpening their skills with the safety net of backup support.

The Drawbacks?

If escalation isn't managed efficiently, it could lead to some delays in response times. But you can avoid this. To find out how, check out our blog post—Getting Started with Escalations.

Another thing to keep in mind is that the workload distribution may be uneven, with higher-tier responders handling fewer but more complex incidents.

3. Rotational Model

💡 Great to start oncall practices for smaller and medium teams.

The Rotational model distributes oncall duties evenly by having team members take turns being oncall for a fixed period before passing the responsibility to the next person in the rotation.

Here’s how it works: Team members are assigned to an oncall schedule, usually for a week or a few days. During their shift, they're responsible for tackling incidents. And when their shift ends, the next team member takes over. It's like a never-ending relay race of responsibility!

Why Choose It?

The Rotational model ensures fair distribution of oncall duties, allowing team members to plan their work and personal lives without constant interruptions. So, more flexibility, and no burnout!

Plus, it reduces the risk of a single point of failure, as the incident response continues even if one team member is unavailable.

The Drawbacks?

This model may not suit teams with varying skill sets or expertise levels, as everyone is expected to handle any type of incident.

Also, ineffective documentation can lead to knowledge silos, causing headaches during handoffs.

Spike’s Tip: Document what went wrong, how you tackled it, and how you fixed it. You can use Spike’s "Resolution Notes" for this.

<Attach a screenshot of Resolution Notes for an incident>

4. Fixed Schedule Model

💡 Works best for teams with a more predictive nature in oncall timings.

The Fixed Schedule model assigns team members specific, consistent days or times for oncall duties.

Here’s how it works: Each team member is assigned a fixed oncall schedule, such as every Monday or every other weekend. And they are responsible for responding to incidents during those times.

This model is a match made in heaven for teams with predictable incident patterns or workloads.

Why Choose It?

The Fixed Schedule model offers high predictability, allowing team members to plan their work and personal lives.

Also, it simplifies resource planning and allocation, as oncall coverage is known well ahead of time.

The Drawbacks?

This model lacks the flexibility to adapt to sudden changes in demand or unexpected absences. So, that dinner plan with your friend has to be made in advance.

Plus, it requires careful planning and coordination to ensure adequate coverage and avoid conflicts with team member schedules.

5. Skills-Based Routing Model

💡 Works best for teams divided by services.

The Skills-Based Routing model is like having a well-organized toolkit, where each tool has a specific purpose, and you know exactly which one to grab when a particular problem arises.

Here’s how it works: Team members' skills, expertise, and experience are clearly defined and documented. When an incident occurs, it is automatically routed to the team member whose skills best match the requirements of the issue. If the initially assigned team member is unable to resolve the incident, it can be re-routed to another team member with the appropriate skills.

This model is ideal for organizations with diverse technical environments or specialized systems, where incidents require specific knowledge or skills for effective resolution.

Why Choose It?

With the Skills-Based Routing model, you can rest assured that incidents are assigned to the team members who are best equipped to handle them.

Plus, when you've got the right person on the job, the quality of the solution is bound to be top-notch.

The Drawbacks?

Setting up and maintaining a skills inventory can be a bit of a complex undertaking. You've got to keep track of everyone's skills and make sure they're all accounted for.

Another potential drawback is that if certain skill sets are in high demand, you might end up with an uneven distribution of workload.

Pick Your OnCall Model!

Now that you've gained valuable insights into various oncall models, it's time to take action!

Assess your team's unique needs, consider the insights shared, and choose the oncall model that best fits your organization.

Remember, the goal is not just to respond to incidents but to do so in a way that ensures quicker response times, team wellness, and work-life balance.

Dive into the details, weigh your options, and embark on a journey toward optimal incident resolution with the right oncall model. Your team will thank you for it!