HEALTH & WELL-BEING
Sustainable On-Call Culture
An on-call practice that prioritizes human health and long-term team viability alongside system reliability.
Sustainable On-Call
An on-call practice that prioritizes human health and long-term team viability alongside system reliability.
Humans > Uptime
A sustainable rotation has:
- Low Noise: Actionable alerts only.
- Compensation: Time off in lieu (TOIL) or direct pay.
- Support: Easy escalations and blameless culture.
ExQualitative On-Call Implementation
"Series B startup moved from "always-on" to qualitative on-call. Key changes: max 1 week on per month, actionable alerts only, $750/week comp, 1.5x TOIL. Result: 0% turnover vs 25% industry average, 35% better MTTR (well-rested engineers fix faster)."
Impact
Team NPS score improved from -20 to +55
Resolution
Published "On-Call Bill of Rights" with team input
Why Sustainable On-Call Matters
Reliability requires reliable people.
Sustainable teams retain senior talent.
Common Pitfalls
Treating sustainability as optional
Sustainability is essential for reliability. Burned out teams make mistakes and quit. Invest in sustainable practices like any other reliability investment.
Focusing only on tools, not culture
Tools help, but culture matters more. Blameless post-mortems, psychological safety, and manager support are more important than the best paging system.
Related Terms
Frequently Asked Questions
What makes an on-call rotation sustainable?
Sustainable rotations have predictable schedules, fair distribution, low alert noise, compensation, and clear escalation paths. The team has input into the process and can push back on unsustainable practices.
What is qualitative on-call?
Qualitative on-call means "you own the system, you don't carry a pager." Teams are expected to respond during business hours and for major outages, but are not paged for minor issues outside hours.
How often should someone be on-call?
Target is 1 week on, 4-5 weeks off. High-volume teams may need 2 weeks on, 6 weeks off. Anything more frequent than 1 week on per month is high-risk for burnout.