What Happens After Hours
Technology issues don’t always happen during business hours. When something goes wrong in the evening, overnight, or on a weekend, it’s natural to wonder what happens next and how support works outside normal hours.
This post explains what after-hours support is for, how it works, and what to expect.
What “after hours” means
After-hours support refers to support provided:
Outside standard business hours
Overnight, on weekends, or on holidays
During these times, staffing and response are different than during the normal workday.
What after-hours support is designed for
After-hours support exists primarily for emergencies — situations that:
Stop business operations
Affect many users
Pose an immediate security or data risk
Examples include:
Organization-wide outages
Server or network failures
Email completely unavailable
Ransomware or suspected security incidents
Lost or stolen devices containing company data
These issues cannot wait until the next business day.
What typically waits until business hours
The following are usually not handled after hours unless previously approved or contractually covered:
Routine support requests
Password resets
Software installations
Individual user issues
How-to questions
Non-urgent performance concerns
These are handled more efficiently during regular hours when full staff and resources are available.
How after-hours support works
When an after-hours request comes in:
The issue is reviewed for urgency and impact
If it qualifies as an emergency, on-call resources are engaged
Immediate steps are taken to stabilize or contain the issue
Full resolution may continue into business hours if needed
Even after-hours issues are logged and documented to ensure continuity and follow-up.
Why after-hours support is structured this way
After-hours response:
Pulls resources away from scheduled work
Often requires escalation and coordination
Is intentionally limited to true emergencies
This structure ensures:
Critical incidents receive immediate attention
Resources are used responsibly
Daytime support remains effective for all clients
What to do if something happens after hours
If you believe you are experiencing an after-hours emergency:
Use the designated emergency contact method (typically calling the office)
Clearly explain what is happening
Describe how many users are affected
Stay available for follow-up questions
If it’s not urgent, submitting a ticket ensures it’s queued for prompt attention during business hours.
What if you’re unsure?
If you’re unsure whether something qualifies as an after-hours emergency:
Call and ask
We can help determine the appropriate response
It’s always better to clarify than to let a true emergency go unreported.
Why this matters
Clear after-hours expectations help:
Reduce unnecessary disruption
Improve response to real emergencies
Set predictable service levels
Protect both client systems and support staff
This approach aligns with best practices in service management and supports accountability, documentation, and compliance requirements.
Our recommendation
After-hours support should be used for:
Business-stopping issues
Security incidents
Widespread outages
For everything else, submitting a support ticket during business hours is the fastest and most effective approach.
If you have questions about after-hours coverage or want to review what’s included for your organization, we’re happy to discuss it.