Your overnight help desk, under your name.
We answer your clients' tickets from 6 PM to 8 AM Eastern and through the weekend. We work inside your PSA, sign every reply as your team, and leave clean notes for the morning.
When it's 2 AM in New York, it's midday at our desk in Kathmandu.
After-hours tickets don't wait for morning.
- 9:40 PM
A partner can't open QuickBooks the night before a filing deadline.
- 11:52 PM
Your on-call tech has reset three passwords since dinner.
- Every January
Your accounting clients' tickets double.
A US night shift is expensive to hire and hard to keep. We're the night shift you don't have to hire.
Coverage that starts when your day ends.
Weekdays 6 PM to 8 AM your time. We set the hours and escalation rules with you during the pilot.
Availclouds covers 6 PM to 8 AM Eastern time, which is 3:45 AM to 5:45 PM in Kathmandu. Your team covers 8 AM to 6 PM.
Your time, Eastern
Same moments in Kathmandu
Weekends: Friday 6 PM to Monday 8 AM, your time.No US daytime coverage yet. If you need it, ask.
What we fix, and what we hand back.
We resolve, following your runbook
- Password resets and MFA re-enrollment
- Microsoft 365, Outlook and Teams problems
- Printers, scanners and mapped drives
- VPN and Remote Desktop access
- RMM alerts: disk space, stopped services, failed backups, offline devices
- Failed patches and reboots inside agreed windows
- New-user and leaver requests from your checklist
- Windows Server and Remote Desktop session problems
We escalate to your on-call right away
- Suspected security incidents
- Outages affecting a whole site or client
- Anything that needs hands on site
- Anything outside your runbook or approval limits
We work only inside your PSA and remote tools, under accounts you control. We never contact your clients outside your ticket system, and we never sell to them.
The tickets your techs would rather skip.
Since 2017 we have run hosted Windows servers for US accounting and tax firms. These are tickets we know well:
- QuickBooks Desktop Pro, Premier and Enterprise: multi-user mode, Database Server Manager, H-series errors and damaged company files
- Sage 50
- Drake, ATX and ProSeries tax software
- Accounting and tax apps on Remote Desktop servers: printing, PDF output and frozen sessions
Tax-season overflow, January to April.
Overflow cover
- Jan
- Feb
- Mar
- Apr
- May
- Jun
- Jul
- Aug
- Sep
- Oct
- Nov
- Dec
Accounting clients' tickets spike from January to April. Add us for the season, then decide whether to keep us.
We fix the software, not the books. Our technicians don't open client tax returns or financial files to solve IT problems.
Host QuickBooks for accounting firms? We'll take your nights.
We have hosted QuickBooks, Sage and tax software for US accounting firms since 2017. Now we're moving out of hosting to run support full time, so we won't compete with you for customers. The after-hours desk we built for our own hosting customers can run for yours: their tickets, answered in your help desk, signed as your support team.
Your code : your first two weeks are free. Book a call or send the pilot form, and we'll confirm the code by email.
How it works for a hosting provider
- We work in your help desk (Zendesk, Freshdesk or your PSA) under accounts you control
- Every reply goes out under your support team's name, by your runbook
- Outages and security issues go straight to your on-call
- We sign a non-solicitation agreement and never contact your customers outside your ticket system
- A handoff note waits for your day team at 8 AM Eastern
Tickets we already know cold
- QuickBooks multi-user mode and Database Server Manager
- Damaged company files and H-series errors
- Remote Desktop sessions, printing and PDF output
- Drake, ATX and ProSeries on hosted desktops
For hosting providers we price by hosted users or servers, quoted on a 20-minute call.
What your team finds at 8 AM.
Every weekday morning you get a handoff note: what we closed, what we escalated, and what needs a daytime decision. The example night on the map above is this note.
Morning handoff for Harbor Point IT (invented client)
Tue, Jan 12, 6:00 PM to Wed, Jan 13, 8:00 AM Eastern
Closed 9Escalated 1Needs a daytime decision 1
-
QuickBooks Enterprise won't open in multi-user mode.
Restarted the QuickBooks database service on the Remote Desktop host and rescanned the company folder. User confirmed access at 9:58 PM.
Closed
-
Outlook stuck on "Updating" for two users.
Rebuilt both mail profiles and confirmed send and receive.
Closed
-
RMM alert: nightly backup failed on the file server.
Re-ran the job; it completed at 2:51 AM. The disk is 91% full.
Needs a daytime decision
-
A user entered their password on a fake sign-in page.
Reset the password, signed out all sessions and re-enrolled MFA. Called your on-call at 4:36 AM, per your runbook.
Escalated
+ 7 more closed: password resets (4), print queue (2), mapped drive (1).
Two paid weeks before you commit.
- Day 0A 20-minute call about your stack, your clients and your escalation rules.
- Days 1 to 3You create our accounts in your PSA and RMM and share your runbook. We sign a confidentiality and non-solicitation agreement.
- Days 4 and 5We shadow your after-hours queue and review our notes with you each morning.
- Days 6 to 14We run your after-hours queue live.
- Day 15You get a pilot report: tickets handled, response and resolution times, escalations. You decide.
The two-week pilot
$299flat
Two weeks of after-hours coverage, up to 30 tickets.
| Endpoints you manage | Price per month |
|---|---|
| Under 50 endpoints | $399 / month |
| 50 to 250 endpoints | $999 / month |
| Over 250 endpoints | Quoted after the pilot |
Every plan covers weeknights, weekends, the morning handoff and the monthly report. Month to month with 30 days' notice.
How we handle access to your clients.
- Each technician has passed a background check through an independent screening firm and signed a confidentiality agreement.
- Multi-factor sign-in on every account we use.
- We work under accounts you create in your tools, and you can switch them off at any time.
- Access is limited to what each client's tickets need.
- A written security policy and incident-response steps, shared with you before the pilot.
- We don't open client tax returns or financial files to fix IT problems.
On request: our security policy and a sample agreement.
A monthly report you can show your clients.
Each month you get a coverage report: tickets handled, median response and resolution times, escalations, and the most common issues by client. It's ready for your quarterly reviews.
Monthly coverage report
Prepared for Harbor Point IT, an invented client, 31 nights in January
Tickets per night
Weekend nights run from 6 PM Friday to 8 AM Monday, so they carry more tickets.
| Tickets handled | 229 |
|---|---|
| Median first response | 6 minutes |
| Median resolution | 38 minutes |
| Escalations | 7 |
Top issues
- Passwords and MFA31%
- Outlook and Microsoft 36518%
- Printing and scanning12%
- QuickBooks multi-user9%
- Backup alerts8%
Who you'll work with.
We're a small team in Kathmandu, Nepal. Since 2017 we have hosted QuickBooks, Sage and tax software for US accounting firms. Now we're moving out of hosting to run this desk full time, putting that experience to work at night.
Krishna Nishad
Founder & Chief Server Administrator
Runs the overnight desk: your runbook, your escalation rules and your pilot setup. Your first call is with Krishna.
Plus 11 technicians in Kathmandu who work your nights as their days.
Questions MSPs ask us.
Where is your team?
In Kathmandu, Nepal, about 10 to 11 hours ahead of US Eastern time. Your nights are our normal working hours, so your tickets aren't handled by a tired night shift.
Will your technicians reply as my company?
Yes. We use your email signatures and ticket templates. Your clients see your brand.
Which tools can you work in?
Your PSA and RMM. Today we work in ConnectWise PSA, Autotask, HaloPSA and Syncro, and in NinjaOne, Datto RMM, N-able N-central and ConnectWise Automate. Using something else, such as a help desk like Zendesk or Freshdesk? We learn it during the pilot's shadow days.
Do you answer your clients' phone calls?
Not at launch. For now we work through tickets, email and chat.
What don't you do?
On-site visits, US daytime coverage for now, and changes outside your runbook without your approval.
Some of our clients are CPA firms. How do you handle their data?
Our technicians fix IT problems without opening tax returns or client financial files. Tell us any firm-specific rules and we'll follow them.
What's the minimum commitment?
The two-week pilot. After that, month to month with 30 days' notice.
How fast can we start?
Usually within 5 business days of our first call.
Who's behind Availclouds?
Availclouds LLC, a Nevada company. Our founder and Chief Server Administrator, Krishna Nishad, is listed above, and you'll meet Krishna on your first call.
Hand us tonight's tickets.
Book a 20-minute call. We'll ask about your stack, your after-hours volume and your escalation rules, and tell you plainly whether we're a fit.
Offer code : your two-week pilot is free. Book a call or send the form below, and we'll confirm the code by email.
Prefer email? msp@availclouds.com
Or call +1 (551) 203-0965 (US) or +977-9864951223 (Nepal)
Pick a time by email
Email msp@availclouds.com with two times that suit you, and we'll send an invite.
Pick a time for a 20-minute call
Times in your time zone, Eastern Time. Kathmandu time underneath.
You're booked.
Request the pilot by form instead
Request received.
We'll reply from msp@availclouds.com within one business day with a pilot plan.