Follow-the-Sun Support: How inDrive Cut Incident SLA from 72 Hours to 2 Hours

This story was originally published on HackerNoon at: https://hackernoon.com/follow-the-sun-support-how-indrive-cut-incident-sla-from-72-hours-to-2-hours.
How inDrive built 24/7 incident support across Kazakhstan, Brazil, and Malaysia, reducing SLA from 72 hours to 2—without night shifts
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inDrive replaced a 72-hour incident support SLA with a follow-the-sun model across Kazakhstan, Brazil, and Malaysia. By hiring teams that worked local daytime shifts, the company achieved continuous 24/7 coverage without night work. Normal-priority SLA dropped to 2 hours, while critical incidents received a 1-hour SLA. The article also explains how Brazilian labor rules affect staffing and shift planning