A follow-the-sun support model leverages staff across various time zones to resolve issues during your preferred business hours. You’ll get expert help to resolve any issues with greater speed and efficiency.
Until recently, most of Camunda’s customers have support SLAs tied to business hours in Central Europe. Since our solution is battle-tested before production, this has performed perfectly well for years. Yet, the massive shift to distributed teams—and our spirit of continuous improvement—gives us an opportunity to serve you better.
Better Support During Your Workday
With follow-the-sun support, you’re able to pick a preferred time zone to request help from our team. You can select from 20 available time zones providing you complete global support coverage without any gaps. If you have an advanced SLA with us, you’ll still have 24×7 access to our hotline for the unlikely occurrence of a system outage. No matter where your teams are working, we’ve got them covered.
Quicker Responses and Resolutions
Having support during your workday speeds up resolution times and helps you manage expectations at your organization. Your team can rest easy knowing that there’s an expert by your side while you’re at work. This model helps distributed teams as they can get a response during their normal working hours instead of waiting until the next day to hear from support.
Seamless Support Hand-offs
There are times when even the most expert advisor needs a bit more time to provide a solution. A follow-the-sun model allows in-progress tickets to be seamlessly handed off to another support expert for resolution. You’ll get resolutions faster, even if your request requires some additional back-and-forth clarifications regardless of where your team is located.
This is Great, But Our Team Operates in Different Time Zones
As a remote company, we totally understand that challenge. You’ll be able to work with your CSM to determine what support zone will best suit your team’s distributed needs. The best practice is to select a time zone that’s closest to whichever team requests support most often.
Here Are a Few Typical Scenarios to Explain:
- Primary-team based in Los Angeles simply selects UTC-8 for US West Coast time
- Teams in both Germany and San Francisco can select UTC-5 to split the difference between the two time zones
- Corporate headquarters located in Seattle with an IT department in India selects UTC+1 to meet in the middle (Central Europe Time)
“Our new follow-the-sun support system better aligns with our global customers’ needs,” said Camunda CEO Jakob Freund. “As more organizations take a distributed, global approach to building talented teams, we recognize the need to deliver expert coverage without gaps around the world. Our investments in customer experience extend far beyond our product to provide a more holistic, customer-centric, and adaptive service for complex global organizations.”
Getting Started is Simple
This is the best part. If you don’t have a special SLA in place, your organization will be added to a support group that covers your team’s primary hours of operation. If you happen to have a special SLA, our team will reach out to help you select the best time zone for you.
If you’re ready to get started, simply reach out to your CSM and they can help you choose a time zone that works best for your team.
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