Autotask Launches 24-hour Support For IT Service Providers

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IT Service Management company uses its own cloud solution to deliver world-class support

Autotask Corporation announced today the expansion of support hours for its popular IT business management software. The Autotask product support desk is now staffed continuously, 24-hours-a-day during the Autotask business week, starting each Sunday evening at 8:00 PM US Eastern Time and running non-stop through Friday at 8:00 PM US Eastern Time.

Now, no matter what time it is during the business week, all support requests will be immediately assigned to an in-house product support specialist for resolution. Customers can submit their requests though the company’s state-of-the-art Client Access Portal, or via e-mail. Autotask customers can also call the product support team directly between the hours of 8 AM to 8 PM Eastern Time on weekdays. As the new expanded service ramps up, over the next quarter the company will expand phone support to the full 24-hour weekday support window.

“This expansion of our support hours is a reflection of the growth of our customers around the globe,” said Kirt Coonradt, Autotask Vice President of Client Services. “We want to be sure that we’re available for all of our customers at the times they need us the most, and we want to make sure that they get the world class support they deserve.”

The company was able to expand its service without appreciably adding staff by relying on its own cloud-based IT business management software – which includes integrated world-class service desk functionality.

“Autotask automates a lot of the work, allowing us to make this move using our own employees, rather than outsourcing it,” said Coonradt. “After an initial triage our software routes it to the right queue. It escalates tickets to be sure things don’t fall through the cracks, and automatically sends out internal notifications and updates to our customers. We also tap into the Autotask knowledgebase while our Customers follow their issue using the power of our Client Access Portal.”

In addition to the new expanded business hours of service, after hours emergency phone support is provided by Autotask for production availability issues.

About Autotask Corporation

Autotask Corporation provides the world's leading hosted IT Business Management software built specifically for VARs, MSPs, and other technology solution providers to help them run their businesses better. The software is available on demand to help IT solution providers to sell, implement, deliver and bill their technology products & services.

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Autotask® and VARStreet® are registered trademarks of Autotask Corporation. All other trademarks mentioned in this document are the property of their respective owners.

Media Contact: Bob Vogel

In US: +1.518.720-3500


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