Re: "... the number of incidents dropped dramatically."
" If the out-of-hours incentives were dropped there'd out-of-hours reports might get ignored until normal hours."
This is exactly what happened when the hardware maintenance contract on a bunch of systems got reduced to normal working hours only.
The reporting of problems likely to require the presence of a hardware engineer was simply delayed until the next 'in contracted hours' window.
Biting the hand that feeds IT
