Agree when people need to be available
Customer-facing work may require scheduled live coverage. Research, reporting, and document preparation may allow more asynchronous work. Specify time zones, daylight-saving changes, holidays, and response expectations.
Use a clear handoff
Record what is complete, what is waiting, the next action, and the person responsible. Link to the relevant source material so colleagues can continue without reconstructing the conversation.
Define escalation rules
Decide which issues can wait for the next overlap period and which require immediate attention. Name an escalation contact and an appropriate communication channel for each. Avoid implying around-the-clock availability unless it is part of the agreed coverage.
Review delivery and workload
Discuss completed work, errors, delays, and capacity. Agree any activity tracking transparently and use it alongside output and quality measures. Regular feedback and access to business context help people understand priorities.
Common questions
Discuss your support needs.
We’ll help define a suitable scope and arrangement.