Availclouds is moving out of hosting to run after-hours support for QuickBooks hosting providers and MSPs
Company news · By Availclouds Team
Availclouds is moving out of hosting. Since 2017 we’ve hosted QuickBooks, Sage and tax software for US accounting firms. Now we’re going all in on after-hours support for QuickBooks hosting providers and managed service providers (MSPs). The desk we built for our own hosting customers now answers their customers’ tickets from 6 PM to 8 AM Eastern and through the weekend, under their name.
Host with us today? There’s a note for you just below.
To our hosting customers
Thank you. We’ll walk each of you through the change.
Why we’re moving out of QuickBooks, Sage and tax software hosting
Nine years taught us one thing: the nights matter most. A problem left overnight is the first thing a team finds in the morning. So we’re moving out of hosting to run after-hours support full time.
Once we’re out of hosting, we won’t compete with hosting providers for customers. That means we can work for them, too.
How the white-label after-hours desk works
We answer your customers’ tickets from 6 PM to 8 AM Eastern and through the weekend. We work inside your help desk or PSA, sign every reply as your team and follow your runbook. Outages and security issues go straight to your on-call, and a handoff note waits for your day team at 8 AM.
- 6 PM to 8 AM EasternNight tickets arrive in your help desk
-
- Closed overnight
- Escalated to your on-call
- Flagged for your day team
- 8 AMOne handoff note for your day team
By 8 AM your team has a note of what we closed, what we escalated and what needs a daytime decision. You keep the day; we take the nights and weekends. Read more on our white-label after-hours help desk for MSPs page.
What we don’t do
On-site visits, US daytime coverage for now, or changes outside your runbook without your approval. We don’t answer your customers’ phone calls yet; we work their tickets, email and chat.
After-hours support for QuickBooks hosting providers and MSPs
Hosting providers: QuickBooks, Sage and tax software
If you host QuickBooks, Sage or tax software, we already know your customers’ tickets:
- QuickBooks multi-user mode and Database Server Manager
- Damaged company files and H-series errors such as H202 and H505
- Remote Desktop sessions, printing and PDF output
- Drake, ATX and ProSeries on hosted desktops
We work in your help desk (Zendesk, Freshdesk or your PSA) under accounts you control. Here’s how our after-hours desk for QuickBooks hosting providers works.
MSPs: inside your PSA and RMM
Our white-label MSP support works inside your PSA and RMM, so your clients see your brand. Today we work in:
- PSA: ConnectWise PSA, Autotask, HaloPSA, Syncro
- RMM: NinjaOne, Datto RMM, N-able N-central, ConnectWise Automate
Using something else? We learn it during the pilot’s shadow days. Typical tickets are password resets and MFA, Microsoft 365, Outlook and Teams problems, printing, and RMM alerts for disk space, stopped services, failed backups and offline devices.
MSPs with CPA clients
We fix the software, not the books. We fix IT problems without opening tax returns or client financial files, and we follow any firm-specific rules you give us.
How we protect your customers: non-solicitation and access controls
Handing your customers to an outside after-hours support team takes trust. Here’s what protects you:
- During setup we sign a confidentiality and non-solicitation agreement.
- We work only under accounts you create in your tools, and you can switch them off at any time.
- We never contact your customers outside your ticket system, and we never sell to them.
- Every technician has passed a background check through an independent screening firm and signed a confidentiality agreement.
- You get our written security policy and incident-response steps before the pilot starts.
Read more on how we handle access to your clients.
Start with a two-week pilot
The after-hours support pilot is $299 flat for two weeks, up to 30 tickets, so you can judge us on real nights before you commit. Got an offer code from us? Your pilot is free.
- Day 0: a 20-minute call about your stack, your after-hours volume and your escalation rules.
- Days 1 to 3: you create our accounts in your tools and share your runbook. We sign the confidentiality and non-solicitation agreement.
- Days 4 and 5: we shadow your tickets.
- Days 6 to 14: we’re live on your nights and weekends.
- Day 15: you get a pilot report with tickets handled, response and resolution times, and escalations. You decide.
After the pilot, plans run month to month with 30 days’ notice: $399 a month for under 50 endpoints, $999 for 50 to 250, and a quote above 250. Hosting providers are priced by hosted users or servers, quoted on the call.
See how the two-week pilot works on our service page.
Questions hosting providers and MSPs ask us
Is Availclouds still offering QuickBooks hosting?
We’re moving out of hosting to run support full time. If you host with us today, we’ll walk you through the change.
Will Availclouds compete with hosting providers for customers?
No. Once we’re out of hosting, we won’t compete with hosting providers for customers. During setup we sign a confidentiality and non-solicitation agreement. We never contact your customers outside your ticket system, and we never sell to them.
Can we outsource only our nights and weekends and keep daytime support in-house?
Yes. Our after-hours support covers only 6 PM to 8 AM Eastern and through the weekend. We don’t offer US daytime coverage for now.
Will our customers know their support is outsourced?
Every reply is signed as your team. We work inside your help desk or PSA, under accounts you create and can switch off at any time.
