{"podcast":{"title":"Programming Tech Brief By HackerNoon","slug":"programming-tech-brief-by-hackernoon-6364125","podcast_index_feed_id":6364125,"rss_url":"https://feeds.transistor.fm/programming-tech-brief-by-hackernoon","website_url":"https://hackernoon.com/c/programming","image_url":"https://img.transistorcdn.com/AKbQjnYbCNDgF_frZ_Hpi8tkLS7aZezqecpWn6o-Rh8/rs:fill:0:0:1/w:1400/h:1400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzQxMTY2LzE2ODM1/ODIzMzAtYXJ0d29y/ay5qcGc.jpg","author":"HackerNoon","episode_count":100,"summary":"Learn the latest programming updates in the tech world.","last_synced_at":"2026-07-29T06:19:42.842448+00:00","page_url":"https://stenobird.com/podcast/programming-tech-brief-by-hackernoon-6364125"},"episode":{"title":"Follow-the-Sun Support: How inDrive Cut Incident SLA from 72 Hours to 2 Hours","slug":"follow-the-sun-support-how-indrive-cut-incident-sla-from-72-hours-to-2-hours","published_at":"2026-07-15T16:00:49+00:00","page_url":"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","show_page_url":"https://stenobird.com/podcast/programming-tech-brief-by-hackernoon-6364125","url":"https://share.transistor.fm/s/92cc15b3","audio_url":"https://media.transistor.fm/92cc15b3/3d7c02dc.mp3","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","meta_description":"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…","key_points":[],"chapters":[],"topics":[],"duration_seconds":380,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"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","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"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","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}