{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Programming Tech Brief By HackerNoon","title":"Follow-the-Sun Support: How inDrive Cut Incident SLA from 72 Hours to 2 Hours ","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/92cc15b3\"></iframe>","width":"100%","height":180,"duration":380,"description":"\n        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.\nHow inDrive built 24/7 incident support across Kazakhstan, Brazil, and Malaysia, reducing SLA from 72 hours to 2—without night shifts\nCheck more stories related to programming at: https://hackernoon.com/c/programming.\n            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.\nThis story was written by: @indrivetech. Learn more about this writer by checking @indrivetech's about page,\n            and for more stories, please visit hackernoon.com.\ninDrive 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\n        \n        ","thumbnail_url":"https://img.transistorcdn.com/KhCapPSRkLGL2Xw8888yuChkNRWthaKapLYTvNdu4W4/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzQxMTY2LzE2ODM1/ODIzMzAtYXJ0d29y/ay5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}