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ASPonline.com >
Reports >
After-Hours Support Compensation
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After-Hours Support Compensation
Publication date: 10/00
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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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