The Hidden Cost of the 24/7 On-Call System in Tech

A Fair Practice or Engineer Burnout?

Aug 19, 2024

Preface

I have observed many tech professionals, including engineers, tech influencers, and C-level executives, discussing various aspects of work environment and culture (bla bla), but one taboo topic 🤫 remains: the 24/7 on-call system for IC (Individual Contributor) engineers.

I believe this is the most controversial engineering process 🔥 practiced by companies to satisfy their customers 😊 at the expense of engineers' mental and physical well-being 😓🤕.

The 24/7 on-call system in software engineering is a model where an individual engineer is required to be available around the clock ⏰ to address urgent issues, system failures, or unexpected outages. 🚨

Engineers rotate in (mostly) weekly shifts, during which team members are responsible for responding to alerts 🚨 and resolving issues at any time, day or night. 🌞🌙

Many years ago, there used to be specific support engineering teams (separate from the actual engineering team) dedicated to on-call work with 2-3 shifts in 24 hours to balance the workday, and companies had to pay 💰 those engineers accordingly.

Then, companies became more agile 🏃‍♂️💨 and joined the race to achieve higher availability (more 9's) for their products. Simultaneously, customers became more demanding in terms of product/service uptime. ⬆️

Companies developed a new on-call system approach where actual development team members started doing on-call rotations to ensure critical systems remain operational/available at all times. This is especially crucial in today's fast-paced digital world 🌐, where downtime can lead to significant losses for businesses 📉💸.

Many tech companies adopt this model to guarantee seamless user experiences 🎯, minimize disruption 🛠️, and maintain their competitive edge 🥇 BUT everything comes with the cost, some are visible and some are hidden.

Pros and Cons

Pros:

Enhanced Customer Satisfaction: High availability and quick issue resolution drive peak customer satisfaction.
Continuous Operations: Ensures continuous monitoring of software systems, reducing downtime and improving reliability. ⏰
Responsiveness: Quick resolution of critical issues helps maintain business continuity. 💼
Skill Development: Engineers develop valuable skills by handling high-pressure situations. 🧠

Cons:

Work-Life Balance: On-call duties can blur the lines between personal and professional life, leading to burnout. 😓
Stress: Constant availability is stressful, negatively impacting mental health and job satisfaction. 😰
Inequality: Disparities in compensation and time off for on-call duties can lead to dissatisfaction. ⚖️

Comparison with Other Industries

Unlike traditional shift-based industries like healthcare or emergency services, tech on-call rotations often require engineers to maintain regular daytime work hours in addition to their on-call responsibilities. This can lead to extended periods of high stress and sleep deprivation.

Labor Laws and Employee Health

U.S. labor laws, particularly the Fair Labor Standards Act (FLSA), provide some protections for non-exempt employees regarding overtime pay. However, many software engineers are classified as exempt, limiting these protections.

To prioritize employee health, labor laws could:

Mandate maximum on-call hours per week ⏳
Require compensation for all on-call time, including standby hours 💵
Enforce minimum rest periods between on-call shifts 💤

Striking a Balance

As the tech industry evolves, finding equilibrium between operational needs and employee well-being is crucial.

Companies should consider:

Implementing fair rotation systems ⚙️
Providing adequate compensation for on-call time 💰
Investing in automation to reduce manual interventions 🤖
Offering mental health support and flexible time-off policies 🧘‍♂️
Rotation between 2 timezone employees in a single day (24 hours) 🔄

The conversation around 24/7 on-call systems in tech is ongoing. As we strive for innovation and reliability, we must ask: How can we create a sustainable on-call culture that doesn't come at the cost of our engineers' health and happiness?

Your Opinion Matters 💬

The fairness of 24/7 on-call expectations is debatable. While it's crucial for business operations, it can significantly impact personal lives.

What are your thoughts on the 24/7 on-call model in tech? Have you experienced its impacts firsthand, and what solutions do you think could improve the current system?