Follow-the-Sun Support

What it is

Follow-the-sun is a staffing model where support teams in several regions hand off work at the end of their day, so tickets keep moving around the clock.

Why it matters

Global customers expect answers during their business hours. But each handoffHandoffPassing ownership of a ticket from one person or team to another. risks lost context, and engineering usually isn't staffed the same way.

Best practices

1. Write handoff notes – State what's been tried and what's next on every open ticket.
2. Keep one queue – Avoid regional silos that hide tickets.
3. Plan for engineering gaps – Decide which escalations can wait for the owning team's morning.

How Decimal helps

Decimal investigates and replies at any hour, so overnight tickets arrive at the next shift already diagnosed.