# What is Follow-the-Sun Support?

> Passing open tickets between teams in different time zones for 24-hour coverage.

Canonical: https://www.decimal.app/glossary/follow-the-sun · Last reviewed: 2026-09-23

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 handoff 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.

## Related terms

- [Handoff](https://www.decimal.app/glossary/handoff): Passing ownership of a ticket from one person or team to another.
- [First Response Time (FRT)](https://www.decimal.app/glossary/first-response-time): How long a customer waits for the first human or agent reply to a ticket.
- [On-Call](https://www.decimal.app/glossary/on-call): The rotation of engineers responsible for responding to urgent issues.

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