On-duty mode means we look through the dialogues, and response only to critical issues.
If the question is not critical, we send an autoresponse about weekends or days off.
If the issue is critical - the tracker doesn't work, or there's any other blocking issue that stops the tracker - we solve the customer's problem. Ask for developer-on-duty's help. If you don't get the response in 30 minutes - mention the team using @[team-name].
If there's an issue with the payment, extend the license to Friday next week, create a task and tell the customer we will solve everything on Monday.