Industry
IT & MSP answering service.
Live, U.S.-based agents answering for IT companies and managed service providers — every support call triaged, ticketed and escalated to your on-call tech, 24/7.
Why it matters
Downtime doesn't wait for business hours.
When a client's systems go down at 2 a.m., they expect a person — not a voicemail. Your SLA and your reputation ride on how fast that call gets answered.
The opportunity
A 24/7 help desk without staffing a NOC.
Your clients expect round-the-clock support, but staffing a 24/7 help desk or NOC is expensive and hard to keep filled. Send after-hours calls to voicemail and you risk blown SLAs, frustrated clients, and churn.
ACC Solutions answers in your company's name with trained, U.S.-based agents who triage incoming issues, log tickets in your system, follow your severity rules, and escalate the urgent ones to the right on-call engineer — while filtering the routine ones for the morning queue.
You meet your SLAs, protect your techs' sleep, and give every client a live human on the first ring — without hiring a night shift.
How we help
Built for managed services.
From a password reset to a server-down emergency, we handle every call by your playbook.
24/7 call answering
Every client call answered live, on your schedule and in your name.
Ticket intake
Issues logged into your PSA or ticketing system to your fields.
Tiered escalation
Severity triaged and urgent issues routed to your on-call tech.
SLA protection
Fast, consistent pickup that keeps your response guarantees intact.
Overflow coverage
Daytime spillover handled so no client waits on hold.
Bilingual support
English and Spanish-speaking agents for every caller.
Managed service providers
After-hours help desk and escalation for your full client base.
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IT support & help desk
Tier-one triage and ticketing so techs focus on real fixes.
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Cybersecurity firms
Urgent incident calls captured and escalated instantly.
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Cloud & SaaS
Customer support calls answered around the clock.
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Telecom & AV
Service and outage calls triaged to the right team.
LEARN MOREBuyer's guide
What to look for in an IT & MSP answering partner.
Not every answering service is built for managed services. Before you hand a partner your after-hours line, hold them to the standards your SLAs depend on. Use this checklist to compare providers — and to see how ACC, answering for businesses since 1993, measures up.
- Logs tickets into your PSA to your fields — confirm they write directly into your ticketing system with the exact intake fields you require, not a free-text note you have to re-key.
- Triages severity by your rules — the partner should classify each call against your defined severity levels, so nothing is under- or over-prioritized.
- Escalates SLA-critical issues to the on-call engineer — verify a clear path that reaches the right person immediately when a response clock is running.
- Filters routine issues for the morning queue — low-priority requests should be captured and held, so your techs aren't woken for a password reset.
- Staffs U.S.-based agents trained on your runbook — insist on domestic agents who learn your terminology and follow your playbook rather than improvising.
Score any partner against these five, and you'll quickly separate a true help-desk extension from a generic message-taker.
Precise & dependable
Triage that follows your playbook exactly.
In managed services, the details decide everything. A missed severity flag, a ticket logged to the wrong client, or an escalation that never reaches the on-call tech can turn a minor issue into an SLA breach.
Our agents work from your runbook: they gather the exact intake details you specify, classify severity by your rules, log the ticket in your system, and escalate urgent issues to the right engineer — every time.
- Trained U.S.-based agents on your runbook
- Accurate ticket intake into your PSA
- Severity-based escalation to your on-call tech
- Routine issues filtered for the morning queue
It's a dependable front line that protects your SLAs and your team.
How it works
Live in a day, not a month.
Build your runbook
We tailor your greeting, ticket intake, severity rules and escalation paths.
Forward your line
Point your number to us — all the time, after hours or overflow only.
Go live
Every caller reaches a real agent, and your on-call tech gets the urgent ones instantly.
Questions
IT answering, explained.
Yes. Agents capture the intake details you specify and log tickets into your system to your fields, so your morning queue is ready when you are.
We follow your severity rules. Urgent, SLA-critical issues are escalated to your on-call engineer immediately; routine requests are logged for the next business day.
Yes. Route calls to us full-time, only after you close, or only when your line is busy — whatever coverage model fits your team.
Our agents are trained on your runbook and terminology to triage accurately. They gather the right details and escalate — they do not attempt fixes outside your script.
Yes. Fast, consistent live pickup and rule-based escalation keep your response-time guarantees intact around the clock.
No. You keep your existing number and forward your line to us whenever you want coverage — full-time, after hours, or only when your line is busy.
Get started
Give every client a 24/7 front line.
Custom plans, no long-term contracts, and live coverage in as little as 24 hours. Meet your SLAs without staffing a night shift.