Episode
Follow-the-Sun Support: How inDrive Cut Incident SLA from 72 Hours to 2 Hours
- Published
- Jul 15, 2026
- Duration seconds
- 380
- Processing state
not_requested- Canonical source
- https://share.transistor.fm/s/92cc15b3
Actions
POST https://stenobird.com/v1/public/podcasts/programming-tech-brief-by-hackernoon-6364125/episodes/follow-the-sun-support-how-indrive-cut-incident-sla-from-72-hours-to-2-hours/transcription-requests
Idempotently request low-priority transcript generation for this episode.GET https://stenobird.com/podcast/programming-tech-brief-by-hackernoon-6364125/follow-the-sun-support-how-indrive-cut-incident-sla-from-72-hours-to-2-hours.md
Read the agent-friendly Markdown representation of this episode resource.
Summary
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