3 ms·

> After another spin around the world the case comes back to our team. So basically, follow the sun doesn't work for hard problems? Can you really say the peop

• donalhunt 6y ago
  I suspect the author was in the same timezone as the customer. Not all customers will have follow the sun coverage. The customer had also mitigated the problem for the time being. It does show that embracing good change management techniques is important. The VM in question clearly had runtime configs updated manually or other VMs would have exhibited the same problem. Ideally orgs should be able to identify when the change was introduced and the rationale / tests that were used.
• dtech 6y ago
  By the time his team had it, numerous things had been investigated and tried, and the customer already had a workaround. Presumably these things all happened in the other time zones. By the time it stopped transferring, it was already diagnosed as a hard problem and the time pressure was off.
• amessina1 6y ago
  Follow the sun has a lot of overhead: imagine having to dump the engineers' thoughts and current hypothesis and load them in the brain of the next oncallers. Also it only really works if also the customer is active 24/7, as often you might need the customer to perform some action on their systems. Once the time pressure is off you might get better results dedicating the engineer who is best suited to work on the case (both from the point of view of the timezone and skill set) and give them the time needed to troubleshoot the issue.