Support and Maintenance en Dublin
How we work in Dublin
Our working day starts an hour before yours
When it is eight in the morning in Dublin, it is nine in Spain and we are already at our desks. The daily checks, backups, overnight alerts and pending updates, are done before you open. And cover runs until your five in the afternoon, which is our six, with no handovers between teams.
Every incident is reported in writing
Each incident ends in a short note: what happened, from what time, what caused it and what has been done so it does not happen again. It is written in English, so you can forward it as it is to a customer, an auditor or your insurer. Recounting an outage from memory over the phone is the worst way to document it.
Our English is working English, not native
In writing it is precise. Spoken, and especially on an urgent call with a strong accent, it may mean we ask for something to be repeated. That is why incidents are handled in writing first and the call, if there is one, comes afterwards with the diagnosis already done. It is a real limitation and we would rather you knew before signing.
A history that shows what keeps happening
Every alert is logged with its date and its cause. Six months in, that stops being paperwork and becomes the list of what breaks again and again, which almost never matches what people remember. That is where the proposal to fix the root cause comes from, instead of carrying on billing for putting it out.
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