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At the same time, for production environments, a CDS Incident Response Team (IRT) provides 24/7 critical outage support. The goal of IRT is to ensure our customer's applications are running when they should, and to provide effective and timely customer communication during availability incidents or Severity 1 cases during off hours. IRT is sometimes referred to as the "on call" team.
Please note IRT is not considered standard support. It is for emergency and Sev1 cases only. Please see our Support & Operations section for standard support details and hours of operation.
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The IRT is organized into a 2-person rotating schedule on a 128-hour cycle cycles over 7 days. This means that there are two IRT members for each 12/7 8 hour period: a Client Communicator and a First Responder.
Support for the other 12 hours of the 24-hour cycle is provided by team members in our China Delivery Team (CDL)CDS uses a regional “follow the sun” support model. The IRT schedule is maintained and updated by CDS on a regular basis.
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