After-hours requests.
Your team, on call.
Put AI automation to work after hours, with shared rotations, paging across channels and automatic retries that bring the right technician into each request.
- Less after-hours overhead
- 60%
- Automated on-call coverage
- 24/7
- Missed escalations
- 0
START WITH YOUR DAY
Your clients call.
Your team has coverage.
With MSP Process, your team can route P3 tickets received at 2am to the morning queue, with activity logged in your PSA (professional services automation).
Calls beyond office hours
A client calls at 11 PM, but without someone answering, your team may find the request at 8 AM the next morning.
- Client requests outside office hours
- Calls waiting in your voicemail
- Tickets awaiting the morning team
Your schedule, kept together
A spreadsheet can leave a technician on vacation listed as available, creating a 45-min delay while your team finds cover.
- Schedules spread across separate spreadsheets
- Vacation changes missing from rotations
- Backup coverage arranged through messages
With MSP Process On-Call
AI VoiceAssist answers the call, captures the issue and creates a ticket, then pages your on-call technician with P1 requests flagged.
- Captured details from client calls
- On-call paging across your channels
- Automatic client updates after acceptance
READY TO PUT TO WORK
Your on-call routines.
Ready to run.
Bring your daily or weekly rotations, holiday exceptions and response rules together, then set the paging order and retries your team needs.
Your rotations and exceptions
Set daily, weekly, follow-the-sun or custom block schedules, with overrides for time off and holiday rules that repeat each year.
- Daily and weekly team rotations
- Vacation, training and sickness overrides
- Holiday rules repeated each year
Multi-channel paging with retry
Reach your technician through Teams, text messages (SMS), voice, email or mobile notifications, with your chosen order, retry intervals and backup escalation.
- Your preferred order of channels
- Retry intervals for each attempt
- Automatic escalation to backup technicians
Routing by request priority
AI VoiceAssist or your intake form assesses severity: P1 starts the full chain, P2 pages the primary with retries, and P3 / P4 waits until morning.
- Immediate escalation for P1 requests
- Primary paging with P2 retries
- Morning queues for P3 / P4
Your technician takes over
When your on-call technician accepts the request, your client receives an automatic update and the handoff is logged with the ticket.
- Request acceptance by your technician
- Automatic updates for your client
- Handoff activity recorded with tickets
Activity in your PSA
Every page, retry, acknowledgment and escalation decision is logged to your ticket and dashboard for service level agreement reviews and compliance audits.
- Pages and retries per ticket
- Timestamps for each technician acknowledgment
- Escalation decisions alongside ticket activity
Your team's response times
See who's on call, open requests, median acknowledgment and resolution times, and coverage gaps, with breakdowns by technician and client.
- Current coverage and open requests
- Median acknowledgment and resolution times
- Performance by technician and client
SEE HOW IT WORKS
A client calls.
The right technician responds.
AI VoiceAssist and On-Call Scheduling handle one after-hours request in Five steps, from answering your client to recording your technician's response.
Answer the call
AI VoiceAssist answers 24/7, captures your client's issue and creates a ticket so your team has the details.
Assess the priority
The request is assessed automatically, with P1 / P2 starting escalation and P3 / P4 joining your team's morning queue.
Page your technician
Your on-call technician receives the page across Teams, SMS, voice, email and mobile, with retries and escalation to backup.
Accept the request
Your technician taps to accept, and your client automatically receives an update with the expected time of arrival.
Record the activity
Each page, retry, acceptance and escalation receives a timestamp in your PSA, while acknowledgment and resolution dashboards update live.
YOUR OPTIONS IN PRACTICE
Your team's channels.
Your chosen order.
Bring Teams, SMS, voice, email and mobile notifications into your paging order, with the first technician to accept taking the request.
Your Microsoft Teams alerts
Your technician receives a direct message in Microsoft Teams with an accept button, bringing the request into their existing conversation tool.
- Direct messages in Microsoft Teams
- An accept button within reach
- Teams in your paging order
Text alerts by SMS
Your technician receives an SMS alert and replies yes to accept, giving them a way to respond by text.
- Text alerts for on-call technicians
- Request acceptance by text reply
- SMS in your paging order
Calls to your technician
Automatic voice calls reach your on-call technician, with retry intervals configured to match the response process your team uses.
- Automatic calls to on-call technicians
- Your chosen call retry intervals
- Voice in your paging order
Alerts in your inbox
Email alerts arrive in your routed inbox, while the record of each page stays available for your team's reviews.
- Email alerts for your team
- Delivery to your routed inbox
- Recorded pages for later review
Your mobile app alerts
Push notifications reach your technician in the mobile app, where they can accept the request with a single tap.
- Push notifications for on-call requests
- Request acceptance with one tap
- Mobile in your paging order
SEE WHAT NEEDS YOU
Know who's on.
See what's open.
Your on-call team tonight
Live
- 4m
- Median acknowledgment time
- 23m
- Median resolution time
- 100%
- On-call coverage
| Mike R. on call | ||
| David L.Service desk manager, available as backup | Service desk manager, available as backup | |
| Tara K.Senior engineer, holiday override scheduled | Senior engineer, holiday override scheduled | |
| Escalated to backup | Blocked | |
| Northwind VPNResolved at 10:48 PM | Resolved at 10:48 PM | Closed |
Your existing PSA. Your activity, recorded.
WHAT YOU LEAVE WITH
Your team's time.
Your on-call results.
- 60%
- Less 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%
- Activity logged in your PSA
- Every page, retry, accept, and escalation timestamped to the ticket.
FROM YOUR PEERS
In daily use.
In their words.
“"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
LET'S TALK AUTOMATION
Your after-hours work.
Let's put automation to work.
See how MSP Process On-Call Scheduling captures requests, pages your technician and records activity in your PSA.
Walkthrough
Product walkthrough
Your quote
Bring us the process you most want to stop doing by hand.