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After-Hours Support Compensation
Publication date: 10/00

Executive summary

As software companies extend their hours of support coverage, a bewildering array of after-hours compensation models has begun to appear. Straight hourly pay, overtime, shift premiums, per-incident payments, compensatory time, bonuses, revenue-sharing, etc.—the permutations and actual rates have created what the ASP calls "an organizational mess."

To shed some light on current practices, the ASP collected data from 296 support organizations about two kinds of after-hours support:

  • Extended hours in the company's own offices
  • Pager coverage offsite during evenings and weekends
This report summarizes a variety of compensation methods and suggests the relative acceptance of each for various sizes of organization, and also provides benchmarks for prevailing compensation rates in each category.

Copies of the survey are free to ASP members in the members-only area.

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