For IT services & MSPs
Cover the after-hours line without staffing the after-hours line
A client's server goes down at 2am and someone has to decide: wake the on-call engineer, or open a ticket for morning. Ciaomatic answers your support line, identifies the client and the incident, escalates a real outage immediately, and logs everything else as a ticket — so your team sleeps and your SLA holds.
After hours, the phone still has to make the right call
The gap between a paged engineer and a morning ticket is your SLA — and it can't depend on who happens to be awake.
"Everything's down"
A critical outage, a security breach, data loss — the agent recognises severity and escalates to your on-call engineer immediately, instead of parking it in a queue.
The incident, captured clean
It identifies the client and caller and captures the affected system, the symptoms, since when, and the users or scope — so whoever picks it up starts already briefed.
Everything else, ticketed
For lower-severity issues the agent logs a ticket for the next business day and confirms it to the caller — no engineer woken for a password reset.
No 2am human on the phone
It answers every call, triages, and routes — so covering an after-hours line doesn't mean paying someone to sit by a phone.
From ringing phone to routed incident in three steps
No telephony to wire up, no code, no long install.
- 1
Get a number
Pick a new local number, or forward your after-hours support line to Ciaomatic.
- 2
Set your hotline up
Start from the IT / MSP hotline template, set your on-call engineer's transfer number, your severity rules, and where tickets should be emailed.
- 3
Publish and cover the line
Call it to hear how it sounds, then publish. From that minute, every incident is triaged, escalated or ticketed.
Ready-made template
The IT / MSP hotline agent, ready on day one
Ciaomatic ships a purpose-built after-hours line for managed service providers — it identifies the client and caller, captures the incident, escalates a critical outage to the on-call engineer, and opens a ticket for everything else. No troubleshooting beyond the obvious. Add your details and it's ready to answer.
Connects with
- Webhooks
IT / MSP after-hours hotline
Captures incidents, escalates critical outages to on-call, and tickets the rest.
- Identifies the client and caller on every call
- Captures the system, symptoms, since when and scope
- Escalates outages, breaches and data loss to on-call now
- Emails a ticket for the next business day — and confirms it
Cheaper than one night of a staffed phone
Simple monthly plans with included minutes — the same pricing as every Ciaomatic account.
Plans from $29/month
See full pricingCover the line without waking anyone
Join the waitlist and put a triage agent on your support hotline.