The operational structure of eCore Systems team is given below.
The Service Desk provides 12 hour coverage from 7:30 AM to 7:30 PM (+/- a few hours depending on requirement).
The L3 team provides coverage from 6:30 AM to 9:30 PM. L3 and management team may be required to stay beyond these hours for meeting and Incident management related tasks.
In future, this may be converted into a 24×7 model.