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 Check more stories related to programming at: https://hackernoon.com/c/programming. You can also check exclusive content about #incident-management, #technical-support, #sla, #24-hours, #engineering-management, #global-teams, #sre-best-practices, #good-company, and more. This story was written by: @indrivetech. Learn more about this writer by checking @indrivetech's about page, and for more stories, please visit hackernoon.com. 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