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Right tech. Right time. Every after-hours incident.

Centralized rotations, multi-channel paging, retry & escalation logic, and verified handoff — all PSA-integrated. Never wake up the wrong tech. Never let a P1 wait until morning. Cancel the offshore overflow.

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60%
Reduction in after-hours overhead
24/7
Automated coverage
0
Missed escalations
100%
PSA audit trail
The Pain Points

After-hours is where MSPs bleed.

Missed calls. Confused rotations. Techs paged for P3 tickets at 2am. SLAs breached because nobody knew who was on call. MSP Process eliminates all of it with centralized, verified, PSA-integrated on-call.

⚠ Missed After-Hours Calls
  • 📞Client calls support at 11 PM
  • 🔇Nobody picks up — voicemail purgatory
  • ⏰Ticket discovered at 8 AM next morning
  • 🚨SLA breached · client escalates
⚠ Rotation Confusion
  • 📊On-call schedule lives in a spreadsheet
  • 📱Tech paged who is actually on vacation
  • 😤No response — group-chat scramble
  • ⏳45-min delay finding coverage
✓ With MSP Process On-Call
  • 📞AI VoiceAssist answers, verifies, captures
  • 📋Severity assessed · ticket created · P1 flagged
  • 📲On-call tech paged across all channels
  • ✅Tap to accept · client auto-updated · logged
What's Included

Every on-call scenario, automated.

Daily, weekly, complex rotations. Holiday overrides. Severity-based routing. Multi-channel paging with retry. Configured once — runs itself forever.

Rotations & overrides

Daily, weekly, follow-the-sun, custom block schedules. One-tap overrides for vacations, sick days, training. Holiday rules set once and applied automatically year over year.

Set-and-forget

Multi-channel paging with retry

Notify on-call via Teams, SMS, voice call, email, or mobile-app push — in any order, with configurable retry intervals. No response? Auto-escalate to backup.

Retry 3×

Severity-based routing

P1 fires the full chain immediately. P2 hits the primary with retries. P3 / P4 queues for the morning. Severity assessed by AI VoiceAssist or your intake form — never wake the wrong tech.

Smart routing

Verified handoff

Before the on-call tech contacts the client, technician verification fires. Client confirms it's really your tech — not an attacker exploiting incident chaos. Built-in Zero Trust.

Patent Pending

PSA-logged audit trail

Every page sent. Every retry. Every acknowledgment timestamp. Every escalation decision. Logged to the ticket and dashboard — your evidence pack for SLA reviews and compliance audits.

100% Logged

MTTA / MTTR dashboards

Real-time view of who's on, what's open, and how the team is performing. Median acknowledge time. Median resolution. Coverage gaps. Per-tech and per-client breakdowns.

Live metrics
The Full Flow

From client call to acknowledged tech.

AI VoiceAssist and On-Call Scheduling work as one. Captured. Triaged. Routed. Acknowledged. Logged. Five steps — every after-hours incident.

1

Captured

AI VoiceAssist answers 24/7. Verifies caller, captures issue, creates ticket — no rings missed.

2

Triaged

Severity assessed automatically. P1 / P2 fires escalation. P3 / P4 queues for AM.

3

Routed

On-call paged across Teams, SMS, voice, email, mobile — with retry logic and backup escalation.

4

Acknowledged

Tech taps accept. Client gets auto-ETA update. Verified tech handoff fires before contact.

5

Logged

Every page, retry, accept, escalation timestamped to PSA. MTTA / MTTR dashboards update live.

Multi-Channel Paging

Reach your tech where they actually are.

Some techs sleep through SMS. Some keep Teams open all night. The owner uses the mobile app. Fire across every channel — first to accept wins.

Microsoft Teams

DM with accept button

SMS

Reply YES to accept

Voice Call

Auto-dial with retry intervals

Email

Routed inbox alert · evidence

Mobile App

Push · accept in one tap

On-Call Dashboard

One view of who's on, what's open, how it's going.

Live rotation, active escalations, MTTA / MTTR — the operations surface that gives owners the answer to "how's tonight going?" in one glance.

Native Sync

Logs to the PSA you already use.

Every page, retry, acceptance, and escalation lands in the ticket. No manual log-keeping, no "did you write that down?" Slack threads after a 3 AM incident.

ConnectWise Datto Autotask HaloPSA SuperOps Syncro Kaseya BMS ServiceNow Freshservice Zendesk Microsoft Teams Microsoft Authenticator Duo Security
Real Impact

What MSPs see in the first 90 days.

Less after-hours expense. Faster acknowledgment. Zero missed escalations. Cleaner tickets. Auditable evidence.

60%
Reduction in after-hours overhead
Offshore overflow contracts cancelled. Fewer hours billed for triage chaos.
4 min
Median acknowledgment time
From P1 fire to tech accepting. Multi-channel paging beats voicemail.
0
Missed P1 escalations
Auto-retry + auto-escalate guarantees somebody picks up.
100%
PSA audit trail
Every page, retry, accept, and escalation timestamped to the ticket.
From the Field

Why MSPs stopped offshoring nights.

"We had a $4,200/month overflow contract and a constant fear that something would slip through. After standing up MSP Process On-Call, we cancelled the contract in month two. Multi-channel paging means somebody is always reachable, and the audit log makes SLA reviews a non-event. The dashboard alone is worth it."
Hunter Thevis
President · S1 Technology
"The holiday override saved Christmas Eve last year — literally. A retail client's printer fleet went down at 8 PM and the rule we'd set up in October fired automatically, paging the right tech directly without a missed-call detour. No spreadsheet, no group chat, no chaos. That's the entire pitch right there."
Jeff Wilder
Owner · Century Group

Stop guessing who's on call. Start sleeping through the night.

See how MSP Process On-Call Scheduling captures every after-hours incident, routes it to the right human, and lands a clean ticket in your PSA — automatically. 20-minute demo.

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