As a general rule, we do not provide out-of-hours support for Wellcome Collection services.
We provide support during UK office hours (i.e. 9–5 on weekdays). If a service goes down on a Sunday morning, it stays down until we arrive in the office on Monday.
We may make specific exceptions for certain classes of incident, such as incidents which incur a substantial risk if left unresolved. This may include:
- A significant security or privacy risk, e.g. if private data about library patrons becomes available publicly.
- A significant financial risk, e.g. if our AWS account is compromised and somebody tries to do expensive cryptocurrency mining on our dime.
- A significant reputational risk, e.g. if somebody vandalises the public website.
If the incident cannot be resolved quickly and safely, we should take the affected services offline until the next working day. More people will be around to help fix the problem, and there'll be less pressure on whoever is working out-of-hours.