- What is follow-the-sun support?
- Follow-the-sun is an operational model where support coverage passes between teams in different time zones so that customers receive help during business hours without any single team working nights. Typically three hubs spaced roughly eight hours apart (e.g., Americas, EMEA, APAC) provide continuous 24-hour coverage.
- How do SLAs work across time zones?
- SLA clocks should run on the customer’s local business hours unless your agreement specifies otherwise. A four-business-hour response SLA for a customer in Tokyo means the clock pauses outside Tokyo business hours, not your headquarters’ hours. Clarify this in every service agreement to avoid disputes.
- How many support hubs do I need for 24/7 coverage?
- Three hubs spaced eight hours apart provide the cleanest coverage. Two hubs can work if each team stretches to cover 12-hour shifts, but this leads to fatigue. A single hub attempting 24/7 coverage through overnight shifts is unsustainable long-term and produces lower-quality support during off-hours.
