Which support model could Fictional Corp choose to meet 24/7 coverage without staffing every office?

Which support model could Fictional Corp choose to meet 24/7 coverage without staffing every office?

• A. Tiered support model
• B. On-call rotation model
• C. 24x7 help desk
• D. FTS

Answer: (D)

To achieve 24/7 coverage without staffing every office, use a Follow-the-Sun (FTS) support model. This approach leverages teams in multiple time zones so work is handed off as the day ends in one region and begins in another. By rotating responsibility across global offices, you maintain continuous support with fewer staff in any single location, reducing the need to keep all offices staffed around the clock. The other options don’t inherently deliver this seamless cross-time-zone coverage. A tiered support model focuses on escalation levels rather than coverage across the globe. An on-call rotation provides after-hours coverage but can lead to gaps and delays if handoffs aren’t efficient. A 24x7 help desk implies a center operating around the clock, which may still require more centralized staffing and doesn’t inherently distribute coverage across offices. FTS specifically addresses the goal of continuous support with distributed staffing, making it the best fit.

To achieve 24/7 coverage without staffing every office, use a Follow-the-Sun (FTS) support model. This approach leverages teams in multiple time zones so work is handed off as the day ends in one region and begins in another. By rotating responsibility across global offices, you maintain continuous support with fewer staff in any single location, reducing the need to keep all offices staffed around the clock.

The other options don’t inherently deliver this seamless cross-time-zone coverage. A tiered support model focuses on escalation levels rather than coverage across the globe. An on-call rotation provides after-hours coverage but can lead to gaps and delays if handoffs aren’t efficient. A 24x7 help desk implies a center operating around the clock, which may still require more centralized staffing and doesn’t inherently distribute coverage across offices. FTS specifically addresses the goal of continuous support with distributed staffing, making it the best fit.