If an emergency happens on a system you are responsible for in the middle of the work day then it is expected that you fix the system you are responsible for.
It’s telling that you aren’t mentioning why they were unavailable? I’m certain you found out. Catch them on their lunch hour? While they were handling an emergency with family? Taking a mental health break from tech? Internet outage?
Also, why is there only one employee able to fix the issue?
And when in the office, do you chain them to their desks? Never letting them take a bathroom break, never letting them handle family emergencies, never letting them take a lunch break, never letting them step outside to take a walk?
I'm guessing that's not the case.
So even in the office, the team's availability is not absolute. Which raises the question of why would someone expect otherwise when working from home.
If your expectations remain the same - 100% availability no matter the reason during business hours - those new folks are likely going to disappoint you in the same way.
"available" : will read emails a few times per day and get back to you within x hours.
"on call": will respond on very short notice.
> it's called people were not doing their job.
Yep, those people were you, specifically. You set wrong expectations and it bit you in the butt. And then instead of owning up to your mistake you blamed everyone but yourself.
