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MSP Process

HaloPSA AI VoiceAssist with Authenticator verification and SMS

Critical incidents.
The right team ready.

A response team at a table with an outage status board turning green

When a P1 arrives at 2am, your on-call tech knows in 6 seconds, with caller, asset and ticket context attached. One tap confirms ownership; after two minutes without acknowledgement, automation pages the next tech, saving your team the "who's on tonight?" Slack thread.

Book a demoAcknowledge the incident
Mean time to acknowledge
6s
Automatic escalation timer
2 min
Missed P1 incidents
0

START WITH THE BASICS

Clear ownership.
Context within reach.

Your team needs a clear owner, the right context and a record of what happened when a critical incident arrives. We bring paging, acknowledgement and escalation together so your team can get on with helping your clients.

  • A page that reaches someone

    A monitoring email or Slack message can sit unread until 7am, three hours past the service level agreement, while your on-call tech sleeps.

    • Unread alerts in shared channels
    • Muted notifications on personal phones
    • Client requests waiting for attention
    Dropped alarms

  • An owner for each incident

    A page sent to five people without clear ownership can cost twenty minutes of response time and five hours of paid sleep.

    • A named on-call incident owner
    • Acknowledgement visible to your team
    • Routing through your agreed rotation
    Wrong tech

  • Context beside the incoming page

    A page reading "P1 at Northwind." leaves your tech gathering caller, ticket and asset details, with Eight minutes passing before work begins.

    • Caller details beside the incident
    • Affected asset linked to the ticket
    • Ticket context ready for your tech
    Missing context

  • A record of each handoff

    Your team needs a written incident record for reviews, auditors and insurance underwriters, without piecing together screenshots, call logs and memories.

    • Pages and acknowledgements with timestamps
    • Decisions recorded against the incident
    • Handoff evidence for later review
    No audit trail

The mobile app that turns P1s into one-tap acks.

The MSP Process Tech App is the pager. When an incident hits, the on-call tech sees the full picture, caller verified, asset linked, ticket waiting, escalation timer ticking, on one screen. Acknowledge with one tap and the rotation is silenced. Decline and it routes to the next tech without ever waking anyone else up.

Your brand. Your rotation. Your audit trail. On every tech's phone.

The MSP Process Tech App is the pager. When an incident hits, the on-call tech sees the full picture, caller verified, asset linked, ticket waiting, escalation timer ticking, on one screen. Acknowledge with one tap and the rotation is silenced. Decline and it routes to the next tech without ever waking anyone else up.

No new app for the team to install. The same MSP Process Tech App that handles tickets, mileage, and on-call rotations is the channel critical incidents come through. White-labeled as your MSP, signed in once, push-enabled, persistent across reboots and Do Not Disturb (when set as a critical alert).

  • Verified caller, asset, and ticket attached to every page
  • One-tap acknowledge from the lock screen
  • Decline + auto-route to next tech in the rotation
  • Multi-channel paging: push, SMS, voice, Teams in priority order
  • Bypasses Do Not Disturb for tagged critical alerts
  • Full audit chain written to the PSA ticket from page to resolve

FOLLOW ONE INCIDENT

Live
  1. 1Dr. Allen needs help

    Dr. Allen calls from the clinic floor because the electronic health record system is offline and needs your team's attention.

  2. 2The affected asset

    The incident includes ehr-prod-cluster-02, giving your on-call tech the affected asset alongside the caller details when they open the page.

  3. 3The open ticket

    Ticket SN INC0412 is open, keeping the clinic's request and the incident response connected as your team takes on the work.

  4. 4Your turn on call

    You're the primary on-call tech, so the page comes to you with the caller, asset and ticket ready to review.

HOW IT WORKS

From first alert.
Through the final note.

Every incident follows the same five-step sequence, whether your clients call or an alert arrives through monitoring, remote monitoring and management (RMM), or AI Voice.

  1. Bring the incident in

    A phone call, RMM alarm, AI Voice intake, monitoring webhook or P1 flag starts the incident, links the asset and opens a ticket in your PSA (professional services automation).

  2. Page your on-call tech

    Your tech receives push, text and voice alerts in your chosen order, with configurable delays and critical notifications that bypass Do Not Disturb.

  3. Agree who takes it

    One tap from the lock screen assigns the ticket and silences the rotation; after two minutes without acknowledgement, the next tech is paged automatically.

  4. Put context to work

    Your tech reviews the caller transcript, asset history, related tickets and recent changes, then works in the app or your PSA with automatic time entries.

  5. Keep the resolution together

    Resolution notes return to your PSA, the service level agreement clock stops, and the incident closes with paging, timing and decision records attached.

CONNECT YOUR CHANNELS

Your tech's channels.
Your chosen order.

Start with push, add SMS at 30 seconds and a voice call at 60 seconds, then escalate at 2 minutes. Your on-call tech can acknowledge from their phone, with the incident details ready when they take on the work.

  • Mobile push comes first

    At priority 1, the Tech App sends a critical push through Do Not Disturb on i OS and Android, with acknowledgement from the lock screen.

    • Critical alerts on your phone
    • Acknowledgement from the lock screen
    • Incident details within the app

  • Text follows the push

    At priority 2, SMS arrives 30 seconds after an unacknowledged push, carrying the incident summary, service level agreement timer and acknowledgement reply code.

    • Incident summary in the text
    • Service level agreement timer included
    • Reply code for incident acknowledgement

  • A call comes next

    At priority 3, an automated voice call arrives at 60 seconds; your tech presses 1 to acknowledge or 2 to page the next on-call tech.

    • Automated call to your tech
    • Keypad acknowledgement during the call
    • Direct handoff after a decline

  • Teams alongside your phone

    The Microsoft Teams app messages the same tech in parallel, reaching them at their laptop when their phone is elsewhere.

    • Direct messages to your tech
    • Parallel notification alongside phone alerts
    • Laptop access through Microsoft Teams

SEE THE HANDOFF

A clear first call.
A clear next call.

After two minutes without acknowledgement, the next tech gets paged, with configurable escalation chains for each of your rotations. Your manager follows the secondary tech if needed, and every page, unanswered alert and handoff receives a timestamp on your PSA ticket.

  • Jordan T.

    As primary on-call, Jordan T. receives push at 00:00, SMS at 00:30 and a voice call at 01:00, with no acknowledgement by 02:00.

    • Primary contact for this rotation
    • Push, text and voice sequence
    • Escalation after the acknowledgement timer

  • Marisol A.

    As secondary on-call, Marisol A. is automatically paged at 02:00 through push, SMS and voice in parallel, then acknowledges from the lock screen at 02:14.

    • Secondary contact for this rotation
    • Parallel push, text and voice
    • Incident ownership from the lock screen

  • Priya R.

    Priya R. receives a parallel notification as manager, remains on standby and is paged if nobody acknowledges by 04:00, with the audit record attached.

    • Manager visibility throughout the incident
    • Standby until further escalation needed
    • Audit record alongside the ticket

WHAT YOU CAN REVIEW

Know who responded.
See what happened.

6s
Mean time to acknowledge
From page-fired to lock-screen ack
0
Missed P1 incidents
Escalation chain catches every silence
−64%
Off-hours team wake-ups
No more spray-and-pray; only the on-call gets paged
100%
Attached audit record
Paged, acked, decided, logged to the PSA ticket

LET'S TALK AUTOMATION

Bring your incident workflow.
See it put to work.

Book a walkthrough of a sample incident in the Tech App, from page to acknowledgement. We'll show the escalation chain and a sample PSA record for each handoff.

Book a demo Explore On-Call Scheduling

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  2. Product walkthrough

  3. Your quote

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