There is no standard 8-to-6 overlap. Someone joins early or late.
The 14.5-hour offset between Adelaide and Austin means there's no point hunting for a 9-to-5 overlap — there isn't one. Expect compromise: someone in Adelaide or Austin will need to take the call outside the usual 9-to-5, so share that load.
| Local time | 12am | 1am | 2am | 3am | 4am | 5am | 6am | 7am | 8am | 9am | 10am | 11am | 12pm | 1pm | 2pm | 3pm | 4pm | 5pm | 6pm | 7pm | 8pm | 9pm | 10pm | 11pm |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Adelaide Australia/Adelaide | ||||||||||||||||||||||||
Austin America/Chicago |
24/7 support sounds great until a P1 ticket falls into the gap between Manila signing off and Dublin signing on. Here is how to design a follow-the-sun support model that actually catches tickets at the boundary. -