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Tier 1 Support Business Continuity Plan (Work From Home Operations)

This plan sets out how the Tier 1 Support team keeps coverage running when an associate loses the ability to work from their primary location. It records the backup resources each associate holds, the actions to take when a disruption happens, and how shifts are covered until normal working conditions return.

2 Scope

This plan applies to all Tier 1 Support associates working remotely. It covers disruptions that affect an individual associate’s ability to work, including loss of internet, loss of power, hardware failure, illness, and local emergencies such as typhoons or flooding.

It does not cover outages of Hyper Networks systems or of carrier networks affecting customers. Those are handled under the relevant support SOPs.

3 What This Plan Protects

  • Continuous Tier 1 coverage across all shifts, including swing and graveyard.
  • Response to customer tickets and monitoring alerts within normal targets.
  • Clean handover between shifts, so no ticket is left without an owner.

4 Team and Contacts

Keep this table current. If an associate changes number, ISP, or address, update it the same week.

Associate / Contact number / Personal Email

  • Chester Angeles — +639452754879 — KelohAngeles@yahoo.com
  • Lean Uayan — +639396519414 — uayan567@gmail.com
  • Louise Maningo — +639762965811 — louiemaningo@yahoo.com
  • Cathy Donan — +639171268258 — donancatherine@gmail.com
  • Team Manager John Mathew Martinez — +63 9499925132 — hydemartinez@gmail.com

5 Backup Coverage Summary

The team maintains backup connections across four providers, so the shift roster has more than one independent way to stay online. Mobile data options keep working when a fixed line is unavailable.

Associate / Backup connection / Type

  • Chester Angeles — Smart & Globe mobile hotspot (iOS and Android), PLDT with power bank — Mobile data and fixed line
  • Lean Uayan — Converge backup ISP — Fixed line
  • Louise Maningo — Globe GOMO — Mobile data
  • Cathy Donan — PLDT backup ISP & power bank — Fixed line

6 Disruption Scenarios and Response

What to do first in the situations most likely to interrupt a shift.

Scenario / What to do

  • Home internet down — Switch to your backup connection and post in the team channel that you are on backup.
  • Power outage — Switch to backup power and close non-essential applications to extend battery life.
  • Power and internet both down — Send a message from mobile data as soon as you can, and let the team know what cover you need.
  • Laptop or headset failure — Switch to a spare device if you have one, and post in the team channel.
  • Illness or personal emergency — Let the manager and the team channel know as early as you can so the shift can be reassigned.
  • Typhoon, flooding, or local emergency — Personal safety comes first. Post an update as soon as it is safe to do so, and follow local authority guidance.
  • HubSpot, Teams, or phone unavailable — Check the team channel to see whether others are affected. If it is only you, treat it as a local connection issue.

If power and internet are both down, send something early. One short message from mobile data is enough, even if you are not sure how long it will hold. It gives the team time to arrange cover.

7 Notification Procedure

Speed matters more than detail. Post first, explain after.

  • Post in the team channel first. That reaches whoever is on shift fastest.
  • Contact the manager directly if the disruption will affect shift coverage.
  • State four things: what happened, whether you can still work, how long you expect it to last, and what cover you need.
  • Post again when your status changes, including when you are back to normal.

8 Shift Coverage During a Disruption

With four associates covering 24/7, the loss of one person is felt immediately. Cover is arranged as follows:

  • The associate on the adjacent shift extends or starts early where possible.
  • If no adjacent associate is available, the manager decides cover and reassigns open tickets.
  • The affected associate hands over open tickets before going offline, if they are able to.

Graveyard shifts have the fewest people awake and available to pick up cover, so an early heads-up in the team channel makes the biggest difference during those hours.

9 Associate Backup Resources

The backup connections currently held by each associate are recorded below.

Chester Angeles

  • Smart mobile data hotspot (iOS)
  • PLDT with backup power using a power bank
  • Smart mobile data hotspot (Android)

Lean Uayan

Backup ISP: Converge:

Louise Maningo

Globe GOMO mobile data:

Cathy Donan

  • Backup ISP: PLDT
  • Backup power using a power bank

10 Testing and Review

  • Each associate tests their backup connection at least once per quarter and confirms in the team channel.
  • This plan is reviewed every 6 months, and/any after any disruption that required it to be used.
  • Update the plan whenever an associate joins, leaves, moves, or changes ISP.