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. Al

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.