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

Page: 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
Text version: 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
Podcast: [Programming Tech Brief By HackerNoon](https://stenobird.com/podcast/programming-tech-brief-by-hackernoon-6364125)
Published: 2026-07-15T16:00:49+00:00
Episode link: https://share.transistor.fm/s/92cc15b3
Audio file: https://media.transistor.fm/92cc15b3/3d7c02dc.mp3
Processing state: not_requested
JSON: 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
Duration seconds: 380

## Resource

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

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## Transcript

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