24/7
coverage with zero US night shifts
40%
faster issue resolution (MTTR)
99.2%
platform uptime SLA maintained
8 hrs
to onboard first India hire
Client Details
Company
Confidential
Headquarters
United States (East Coast)
Company Stage
Growth stage, ~350 employees globally
Industry
SaaS - Customer Engagement & Communications APIs
Service
Employer of Record (EOR) DevOps, SRE & L2/L3 Support
Duration
Ongoing since 5.8+ yrs
What Do They Do?
Our client operates a real-time messaging and communications API platform used by consumer and enterprise applications worldwide. Because customer traffic never stops, the platform carries an uptime SLA that has to hold regardless of what time it is in the client’s home office
The Challenge
With engineering and SRE staff based only in the US, the client was covering nights and weekends through on-call rotations. The approach was compliant with nothing except burnout:
- A 9.5-hour gap between US business hours and the time zones where customer incidents were most likely to spike overnight
- On-call engineers regularly paged at 2–4am, with visible attrition risk building in the SRE team
- Mean time to resolution (MTTR) on overnight incidents ran far longer than daytime incidents simply because fewer people were awake to respond
- Leadership wanted a dedicated India shift to close the gap, but had no appetite for opening an entity or managing a second HR system for a small offshore team
How Husys Resolved The Challenge
The client engaged Husys as EOR to build a dedicated DevOps, SRE, and L2/L3 support shift in India, timed to overlap the gap in US coverage.
- First India DevOps hire was under contract and onboarded within 8 working hours no entity, no waiting on legal
- Husys issued state-specific, India-compliant contracts for every hire, covering IP, confidentiality, and shift-based work terms
- The India shift was built out to run as a true follow-the-sun handoff with the US team, rather than a standalone night-shift silo
- All statutory compliance PF, ESI, TDS, and state filings was handled in-house by Husys’ compliance team, with zero involvement required from the client’s US-based People team
- Leave, timesheets, incident logs, and payroll status were tracked centrally through the Husys HRIS platform for full visibility across both time zones
The Results
Within two quarters of the India shift going live, the client’s incident-response numbers moved from a liability to a selling point in their own enterprise sales conversations.
- 24/7 coverage achieved with zero overnight shifts required from the US-based team
- Mean time to resolution on overnight incidents improved by roughly 40% once the India shift took ownership of that window
- Platform uptime SLA held at 99.2% through the transition and after
- Fully loaded cost of the India DevOps/support shift ran at a fraction of what an equivalent US overnight team would have cost
- Zero compliance issues across PF, ESI, TDS, or state filings since the engagement began
“Our on-call rotation was quietly costing us senior SREs. We needed a real team in India, not another rotation band-aid.”
How Husys Can Help Your SaaS Company
Husys has helped SaaS and platform companies build compliant DevOps, SRE, and support functions in India for over two decades. If overnight coverage is being propped up by an exhausted on-call rotation, we can get your first India hire under contract in 8 working hours.
Book a Demo | Speak to an EOR Expert | reach@husys.com
