- Years answering calls
- 30+
- Live agents, every call
- 24/7/365
- English & Spanish agents
- EN · ES
- Plans start at
- $33
IT answering service
A client’s server goes down at 11 p.m. A live person takes the call.
Your clients expect someone to answer when their systems fail, not a voicemail box that gets checked in the morning. Our IT answering service answers after-hours and overflow calls in your company’s name, logs every ticket with the details your team needs, and escalates true emergencies to your on-call engineer.
Agents follow a triage script you write: who is calling, which client, what’s down, how many users are affected, and whether it matches your definition of a priority-one issue. Urgent calls go through your escalation tree; everything else goes to your support queue for the morning. We answer 24/7/365, in English and Spanish.
Agents don’t troubleshoot or touch client systems unless you set that up; they are your live first line, so your engineers sleep through password resets and wake up for real outages. You can update on-call rotations through the client portal whenever your schedule changes, and change the triage script as your client list grows. Every ticket arrives complete, so your team can pick it up without calling back to ask basic questions. Support requests that come in by email or chat can be covered too, through our email and live chat answering service.
Who we answer for
An answering service for IT providers
Managed service providers, IT consultants and support teams that need a live first line after hours.
Managed service providers
MSPs covering clients around the clock without staffing a night shift.
IT consultants & break-fix
Small IT shops that can’t answer the phone while they’re on site with a client.
After-hours tickets
Client, contact, callback number, systems affected and priority, captured on every call.
Scripted first-line triage
Agents ask the questions you approve to separate an outage from a password reset.
On-call escalation
Priority-one issues sent to your on-call engineer, then the next contact if there’s no answer.
Help desk overflow
When your techs are busy during the day, extra calls reach a live agent, not hold music.
How IT support calls are handled
What happens when a client calls
A live agent answers in your company’s name, triages by your script, and routes the call the way your playbook says.
- Urgent Your on-call engineer, reached now Your escalation tree, or a live phone patch: the next contact is called if the first doesn’t answer
- Ticket Ticket logged Client, systems affected and priority sent to your support queue for the next business day
- Prospect New client inquiry captured Company, size and what they need, sent to you right away
More detail: tailored communication workflows.
Pricing
What an IT answering service costs
Pricing follows your call volume and how much each call involves. Plans start at $33, and larger providers get volume discounts: the more calls we handle, the bigger the discount.
See answering service pricing for what goes into a quote, or ask us for one.
Plans start at
$33
Your plan is built around your call volume, and larger organizations get volume discounts.
Questions
IT answering service FAQs
Don’t see your question? Call and ask a live agent, any time.
How do agents decide which calls wake up our on-call engineer?
They follow your triage script. You define what counts as priority one, such as a whole office offline or a suspected security incident, and only those calls go to your on-call engineer.
Can tickets go straight into our PSA or ticketing system?
If your ticketing system has an API, we can build an integration. Agents can also enter tickets directly if you give them access, or email each ticket to your support inbox.
Can you cover help desk overflow during business hours?
Yes. Calls can roll to us whenever your techs are busy. For deeper support, see our help desk outsourcing service.
How much does an IT answering service cost?
Plans start at $33 and scale with call volume and complexity, with volume discounts for larger providers. See our pricing page or contact us for a quote.
Keep reading
Guides for IT service providers
Tailored communication workflows
How custom call flows send each call where it belongs.
Your rotating on-call schedule
How to load and update on-call rotations so the right engineer gets the call.
Why customers still prefer a human
What that means for how your support line is answered.
Also serving: law firms, small businesses, property management and healthcare organizations.