For IT MSPs · managed service providers · managed services

Tier-1 tickets 24/7. SLA met without night shift.

Vocito's AI does 24/7 tier-1 IT support: ticket triage, password reset, basic troubleshooting, escalation to engineer on P1. SLA reporting per client automatic. From €299/mo per client workspace.

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24/7 tier-1 Live in 8 minutes SLA reporting

What Vocito does for you

MSP = 60% tier-1 + 30% tier-2 + 10% strategic. Vocito does tier-1.

Tier-1 tickets (password reset, printer issue, mail config) make up 60% of volume but are low margin. Tier-2/3 (server issues, security) are high margin but interrupted by tier-1. Vocito separates both.

When	Now — manual	With Vocito
Tier-1 ticket incoming (daytime)	Engineer interrupted, productivity halved	AI does password reset, basic troubleshooting (80% resolved)
Tier-1 ticket night/weekend	Oncall calls back within 2-4 hours	AI does 24/7 triage + resolution or escalation
P1 incident (server down)	Email to support@, oncall misses email first	AI detects P1 keyword, calls oncall direct
SLA reporting monthly	Hours per client report manually	Auto dashboard per client: tickets, SLA percentages, uptime
Contract renewal	Forgotten or last-minute, loss of client	Auto email 60 days ahead with SLA report + proposal
Upsell moment	Not active — focus on operations	Auto triggers on client events (growth, new office, etc.)

How it works

Three features that increase every MSP's margin.

24/7 tier-1 ticket triage

AI asks: what's the issue?, since when?, does this block work?. Does basic troubleshooting itself (password reset, printer check, mail config, VPN). 80% of tier-1 tickets resolved without engineer time. Rest: escalation to right engineer with full context.

P1 detection + dispatch

AI recognises P1 keywords ("server down", "all people can't log in", "hack", "data gone"). Direct alert to oncall via SMS + WhatsApp with full ticket. Response time under 5 minutes for real incidents. No more P1's in email queue.

Per-client SLA reporting

Per client workspace: tickets count, average response time, average resolution time, SLA percentage met, uptime monitored. Monthly auto report to client. Plus: for renewal call full dashboard with value proof.

Real numbers

"60% of our tickets were password resets and basic troubleshooting. Engineers were continuously interrupted for 5-minute tickets. With Vocito: 70% of tier-1 is resolved by AI. Engineers spend time on complex issues + strategic projects. Margin per client rose 35%."

CTO · IT MSP (40 SMB clients, NL+DE)

70%

tier-1 auto-resolved

+35%

margin per client

Frequently asked

What MSPs ask before they start

Does this work with my PSA tool (ConnectWise, Autotask, Atera)?

Yes. Native bi-directional sync with ConnectWise Manage, Autotask, Atera, Halo PSA. For other PSA: webhooks or CSV. Tickets, clients, configurations, time-tracking: all real-time.

How does AI actually do password resets and troubleshooting?

For password reset: integrates with Active Directory / Azure AD / Okta. Identity verification via secondary email or phone. For troubleshooting: AI has your documentation + KB articles and walks client through steps (ping test, IP check, restart). On complex: escalation.

What about security (audit trail for password resets)?

Every password reset has audit trail: who asked, how verified, when reset, IP address. For SOC 2 clients: full logging compliant. For heavily-regulated clients (financial, medical): password reset always via 2FA + secondary approval.

How does this fit my existing tier structure (tier-1 helpdesk, tier-2 sysadmins)?

Vocito replaces or strengthens your tier-1. Two modes: (1) Vocito does ALL tier-1, your helpdesk becomes tier-2 — saves helpdesk payroll. (2) Vocito does only night/weekend tier-1, day helpdesk stays human — saves oncall overtime. Configurable.

How much can I save on support costs?

Tier-1 helpdesk FTE: €3-4k/month. Oncall allowances: €1-2k/month per engineer. Vocito from €299/mo per client workspace replaces or strengthens both. For MSP with 20+ clients: €5-15k/month savings typically.