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After Hours IT Support and Technical Support

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Outsource your after hours IT support & help desk services for nights, weekends, and holidays.

With customers now expecting assistance beyond traditional business hours, it’s imperative to establish a support system capable of addressing their needs 24/7.

We answer phone calls, tickets and chats to triage & resolve L-1 issues, create tickets in your ticketing system & escalate critical issues to your on-call escalation team. We also guarantee 100% response backed by an SLA, and a delightful user experience.

Our team helps you minimize downtime, conserve internal resources, reduce cost by up to 70%, and maximize productivity.

Top Brands We Serve

client united health
client TerraDotta
client MIS computers
client Highwinds
client axelacare
client GE Healthcare
client McDonalds
client black & decker
client VXL technologies
client A T & T
client optum
client hostgenius
client SoftEngine
client crate
client domicile
electrosonic logo 150x77

Types Of After Hours Help Desk Support We Offer

We guarantee 100% response rate backed by an SLA. We ensure no calls, tickets, or notifications are ever missed.

  •  After Hours Help Desk
  •  After Hours Service Desk
  •  After Hours IT Support
  •  After Hours Tech Support
  •  After Hours Cloud Infra Support
  •  After Hours Network Monitoring
after hours IT service desk engineer

After Hours Support Service Coverage

  • Mon
  • Tue
  • Wed
  • Thu
  • Fri

5:00 PM to 10:00 AM next day

  • Sat
  • Sun
  • Holidays

24 Hrs/day

– Customized plans are available as per your requirement. Contact us for details.
– 24 Hours coverage available on holidays of your choice.

What We Cover In Our After Hours IT Support?

We cover hours between 5:00 PM to 10:00 AM on weekdays, and 24 hours support on weekends and holidays of your choice. Select the hours you need covered.

after hours IT help desk engineer
  •  Log new tickets & update existing tickets
  •  Triage & Resolve Level-1 or Tier-1 issues
  •  Gather & update ticket with data for escalation
  •  Route incoming tickets to appropriate teams
  •  Escalate P1 / Sev-1 issues via phone calls
  •  Multi-level Escalation for on-call engineers
  •  Send acknowledgement within SLA time

Our After Hours Support Service backed by Guaranteed SLA

  • Under 5 Rings
    Phone Response Time
  • Under 15 Mins
    Email Response Time
  • Under 5 Mins
    Notification Response Time

Why Choose 31West's After Hours Tech Support?

L1 or Tier-1 Support

Full Level-1 or Tier-1 support for your users or customers

All Time Zones

We operate 24/7. Select the time zone of your choice

Quick Scale-up

Business is dynamic. Scale up or down within 2 weeks

P1 Ticket Escalation

We call & escalate critical tickets to your internal team

Single POC

Work with our dedicated Account Managers.

Monthly Reporting

Free monthly report is emailed to all clients at the end of month

Win New Logos

24/7 availability will help you win new clients.

Big Cost Saving

Managing an in-house team for 24/7 coverage is expensive

No Contracts

No forced, time bound contracts. Monthly rolling

Process Training

We use Train-The-Trainer approach. Train us just once.

Process Transitioning

Business is dynamic. Scale up or down within 2 weeks

Go-Live in 1 week

Full Level-1 or Tier-1 support for your users or customers

Phone, Email, Chat

We help your users & customer on the channel of their choice

Agent Training

Our support reps are custom trained on your SOPs

Bring Your Own Tools

Business is dynamic. Scale up or down within 2 weeks

Employee Retention

Don’t force your team to work on nights, weekends & holidays

Sleep Peacefully

No more waking up at night for non-critical issues. We triage & filter non-critical issues

Enjoy Weekends

Don’t check your voicemails on weekends. We will call you if anything needs your attention

100% White Label

We work like your in-house team, under your brand name. No mention of 31West

SLA Compliant

We adhere to SLA with all your clients, be it for ACKs or resolutions

After Hours IT Support Channels

  • Phone Calls
  • Live Chats
  • Emails
  • Notification Alerts
  • Tickets

Bring Your Own Tools with Our After Hours Support Services

We understand that your team uses specific applications for managing Help Desk Tickets, ITSM, RMM, Remote Access etc. With 31West, you need not worry about having to move away from these tools. Our after hours IT support teams have experience using these popular applications, and we can learn new ones in a jiffy. For seamless workflow, we will use the same applications as your in-house staff.

MS-Teams
office 365 logo
Autotask for IT Hel pdesk
Zoho Help desk
hubspot
Service Channel
SolarWinds Service Desk
logicmonitor
kaseya
salesforce crm
slack chat logo
jira
ServiceNow service desk help desk
zendesk
freshdesk

Enjoy Good Sleep & Fun Weekends With After Hours Tech Support

Our after hours technical support service helps your business stay open 24 hours a day, 365 days a year. Our team works after hours on weekdays and 24 hours on weekends. We manage phone calls, emails, tickets, and chats. We also respond to notifications and escalate critical issues to your on-duty technician.

Enjoy a peaceful sleep knowing that our support team is there to take care of your users overnight and during the weekend. Don’t get disturbed for issues that are not critical. Our team of IT engineers are trained to resolve tier-1 issues immediately. They triage & escalate only critical ones and log a ticket for the ones which can wait for the following business day.

Frequently Asked Questions

What is after hours support??

After hours support is the act of assisting customers in resolving their issues beyond the usual business hours. This includes evenings, weekends, holidays, and any time the business’s physical location is closed. Businesses employ various methods to offer after-hours call support, including phone lines, chat services, email responses, and social media monitoring.

What is the difference between tech support and customer service?

Technical support is provided to customers who need help with technical products, such as hardware and software. On the other hand, Customer Service aims to ensure that every customer interaction with a business is pleasant.

What is the difference between tech support and tech sales?

Tech support helps customers resolve product issues, whereas tech sales is concerned with selling products to companies