Actualités4 min read18 février 2026

Quand le support Follow-the-Sun a vraiment du sens

Un modèle follow-the-sun n'est pas automatiquement efficace.

Follow-the-sun is an operating model, not a slogan

Many teams copy the phrase before they build the process required to support it.

It works when

Coverage is clearly partitioned

Escalation paths are explicit

Tooling exposes the same information to every region

It fails when

Regions duplicate work

Handoffs are vague

Priority rules differ by office

Decide what rotates

Not every responsibility should move between regions. Separate real-time support, engineering response, and planned project work.

Measure outcomes

Track response time, reopen rate, and handoff churn. Without measurement, a global support model can hide inefficiency behind the appearance of coverage.

Bottom line

Use follow-the-sun only where the business benefits from continuous coverage and the team can maintain strong operational discipline.

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