I work on the IT Sector providing systems to customers with 24/7 operations; we had a service failure at 1AM and the team started support at 7AM remotely as soon as we woke up and noticed messages on our phones, the customer complained about the wait because it took hours for the service to be online again.
My boss demands now that I have to create a new procedure for emergencies, and that we should attend everything at any time, and I said that even for these cases we need to define a support schedule or we should hire someone that works at night shift handling support on those hours, but he refused, saying that emergencies are really rare and not worth hiring someone. I still refuse this instruction since on our contract our work hours are stated between 9AM and 6PM and no extra hours are paid ever, but he called on me, saying I'm supposed to come up with something, and that I was handling this unprofessionally.
I DO believe a contingency plan should be set up, but I don't think it’s fair that it should include that we have to attend at any given time of the day, since we only have one shift and are not getting paid for any extra hours. Also, I will be responsible for handling these instructions to my team, how should I handle this instruction in a professional manner?
I improved this question trying to manifest the incident that lead to this situation and trying to make my question more clear.