TECH NEWS

Follow-the-Sun Support: How inDrive Cut Incident SLA from 72 Hours to 2 Hours

Real SLA numbers, the legal quirks of hiring in Brazil, and a follow-the-sun rotation that actually works for 24/7 incident support.

TL;DR

Problem: A 3-person incident support team on a 5/2 schedule in Kazakhstan had a 72-hour SLA — anything filed after hours or on weekends waited until Monday.
Solution: A three-country follow-the-sun rotation (Kazakhstan → Brazil → Malaysia), built without any night shifts.
Result: SLA dropped to 2 hours for normal-priority tickets and 1 hour for critical incidents, with full 24/7 coverage.
Bonus: What Brazilian labor law (CLT) requires you to know before you build a shift schedule there.

The Problem: A 72-Hour SLA and No Night Coverage

Friday, 18:00. The workday ends, the team heads home — and that’s exactly when the app breaks. Users hit a “Failed to load” error when accepting an order. First-line support runs 24/7 and keeps receiving tickets, but the technical escalation team...

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New Relic Announces Hein Hellemons as Chief Revenue Officer

New Relic, the Intelligent Observability company, announced the appointment of Hein Hellemons as Chief Revenue Officer (CRO). Hellemons will oversee the company’s worldwide revenue and go-to-market strategy, leading global sales, commercial segments, and partner channel organizations to drive predictable, substantial growth. Hellemons brings to New Relic more than 25

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Oura Ring 5 Is an Easy Recommendation—Unless You Own the Last One

Oura has also introduced GLP-1 tracking. Members can log injections or oral medications, monitor side effects, and record weight changes. You’ll also receive reminders on scheduled dose days and progress recaps through the Today tab. Even if you’re not taking a GLP-1 medication yourself, it’s easy to

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The first sunlight reflecting space mirror has been cleared for launch

Jess Weatherbed is a news writer focused on creative industries, computing, and internet culture. Jess started her career at TechRadar, covering news and hardware reviews. Reflect Orbital has been given the green light to launch its first space mirror that aims to redirect sunlight down to Earth at night. The

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Baddies caught exploiting extensions bugs with perfect 10 scores on vulnerable Joomla websites

Flaws in iCagenda, Balbooa Forms extensions can impact open source CMS that powers a million sites worldwide CISA has added two critical Joomla extension bugs to its Known Exploited Vulnerabilities catalog after attackers were caught exploiting both flaws to upload malicious code onto vulnerable websites. The newly listed bugs affect