Follow-the-Sun Support
Continuous Support Schedules with Zero Burnout.
Coordinate shift transitions between UK, US, and India hubs to maintain constant service coverage while letting engineers work local daytime hours.
Operations Model
Our model maps schedules to coordinate handovers across global offices.
SRE staff work daytime hours, maintaining sharp focus and reducing errors
Continuous operations coverage without relying on expensive overnight shift differentials
Agile handoffs preventing incident details from slipping through cracks
Incident Routing
PagerDuty Routing
Directs high-severity pages to active on-call staff in the awake timezone.
Opsgenie Schedules
Coordinates complex escalation paths, notifying back-up leads if primary fails to acknowledge.
Unified Slack Channels
Maintains real-time dialogue and command rooms for active incident coordination.
Shift Handover Lifecycle
Log Updates
Outgoing leads update open ticket logs and document steps taken inside Confluence runbooks.
Video Transfer
Conduct a live video sync between outgoing and incoming leads to review critical items.
Queue Transfer
Formally transfer ticket ownership inside Jira, redirecting pager rotations to the active shift.
Eliminates nocturnal schedules, supporting engineer health and family routines
Dramatically reduces engineer turnover, retaining critical platform and context knowledge
Ensures that engineers on shift are fully rested, limiting production command mistakes
Team Health & Welfare
Daytime schedules limit cognitive exhaustion, reducing configuration mistakes.
Performance Metrics
Frequently Asked Questions
We divide the 24-hour day into three 8-hour shifts, staffed by SRE teams in India, the UK, and the US, passing open alerts at shift changes.
By passing active incidents to daytime shifts, we resolve complex issues 50% faster, keeping MTTR low.
Our engineers write detailed handover summaries and host a live video review before completing shift sign-off.
We integrate with Jira Service Management, ServiceNow, Freshservice, and Zendesk.
No, the Follow-the-Sun model allows SRE staff to work daytime hours in their local timezones.
We tune alert rules to silence non-critical telemetry, routing only actionable alerts to on-call pages.
Both outgoing and incoming leads remain online to co-manage the incident until it is stabilized or handed over.
Yes, we create dedicated shared Slack channels for instant collaboration during active incidents.
We maintain shared Confluence spaces documenting service topology, API keys, and failover runbooks.
Click the 'Design Support SLA' button to schedule a meeting with our operational leads.
Design Your Custom SLA
Speak with our operations leads to configure timezone handovers and pager alerts.
Design Support SLA