Your clients expect 24/7 support—now you can deliver it
Server emergencies don't wait for business hours. When clients call at 2 AM with a critical issue, Polaris answers, triages the problem, and escalates to your on-call tech—or logs it for morning.
Written by Vijayesh Nair, Founder of Polaris Voice
Your clients pay for support—but can they actually reach you?
Missed support calls erode trust. Missed sales calls cost growth.
of businesses say they'd switch MSPs after repeated inability to reach support
average cost per minute of IT downtime for SMBs—every minute of phone tag matters
average monthly recurring revenue per managed services client
Why IT companies lose calls (and clients)
I've talked to a lot of MSP owners and IT support company founders, and there's a fundamental tension in the business. Your technicians are your product — they're the ones solving problems, setting up networks, and keeping systems running. But when they're deep in troubleshooting at a client site, they can't answer calls from other clients. And if you're a small shop with 3-5 techs, there's nobody sitting at a desk waiting for the phone to ring.
The problem gets worse after hours. If you're a managed service provider, your clients expect support around the clock. Server emergencies are real — email goes down at 11 PM before a board presentation, a ransomware alert fires at 2 AM, a client's internet goes out on a Sunday. These calls can't wait until Monday. But you also can't have your on-call tech woken up for every password reset and printer question. You need someone to triage.
That's exactly what Polaris does. It answers every call, identifies whether it's a true emergency or a routine request, and acts accordingly. Emergencies get escalated to your on-call tech immediately with full context. Routine issues get logged as tickets for morning. And sales inquiries — which MSPs can't afford to miss either — get captured with business details and booked for a discovery call.
AI built for IT companies and MSPs
Professional support triage and sales capture around the clock.
Emergency Escalation
Identifies critical issues (server down, security breach, email outage) and immediately escalates to your on-call technician via SMS and phone.
Ticket Creation
Captures issue details, affected users, symptoms, and urgency. Sent via email for easy import into your ticketing system.
Basic Troubleshooting
Walks callers through simple fixes you define before escalating. Reduces unnecessary escalations while still capturing real problems.
Sales Inquiry Capture
Identifies sales calls, captures business size, current IT setup, and pain points. Books discovery calls on your calendar.
24/7 Coverage
True round-the-clock support coverage without hiring night staff. Your clients get answered; you get to sleep.
PIPEDA Compliant
Secure handling of client data and system information. Encrypted storage. Full audit trail for every support interaction.
See exactly how much revenue is walking out the door.
Your cost of waiting
Per month
$2,000
Per day
$67
Per year
$24,000
Per day
$67
Per month
$2,000
Per year
$24,000
Adjust the sliders below to match your business
Polaris investment
$99/mo
You're losing
20x that
every single month
7-Day Free Trial
Try Polaris free for 7 days — no credit card required. See the ROI for yourself.
Setup takes 5 minutes. No contracts. Cancel anytime.
How it works for IT companies
From support call to resolution path in seconds.
Client calls at 11 PM with an issue
Their email server is down and they have a presentation in the morning. You're asleep.
Polaris answers and triages
"Thank you for calling Park IT Solutions. I understand you're having a technical issue. Can you describe what's happening so I can help get this resolved?"
AI identifies severity
Email server down = critical business impact. Polaris recognizes this is an emergency requiring immediate escalation, not a next-day ticket.
Emergency escalation triggered
Your on-call phone rings with full context: client name, issue description, affected systems, and callback number. You're ready to help.
Non-emergencies logged for morning
Password reset requests, software questions, and minor issues are documented and queued for business hours. No 2 AM wake-ups for non-critical items.
Built for every IT service provider
Managed Service Providers
24/7 client support coverage
Cybersecurity Firms
Incident response and alerts
IT Support Companies
Helpdesk and break-fix
IT Consultants
Project and advisory services
Works with your IT tools
Polaris collects the information your team needs — issue description, affected systems, urgency level, and contact details — so your ticketing workflow stays intact.
ConnectWise
The leading PSA platform for MSPs. Polaris captures issue details and client information ready for your team to create ConnectWise tickets.
Autotask (Datto)
Widely used PSA and ticketing platform. Polaris gathers all the details your team needs to log Autotask service tickets quickly.
Freshdesk
Popular helpdesk and support platform. Polaris collects structured issue information compatible with Freshdesk ticket creation.
Zendesk
Enterprise-grade support platform. Polaris captures client issues and priority levels ready for Zendesk ticket entry.
Polaris doesn't replace your PSA or ticketing system — it feeds it. Every call produces a structured summary your team can turn into a ticket in under a minute.
PIPEDA compliant. Data stored in Canada.
Your clients trust you with their systems. Polaris handles their call data with the same care.
Canadian data storage
Call recordings and transcripts are stored in Google Cloud's Toronto data centre.
AES-256 encryption
All data is encrypted at rest with AES-256 and in transit with TLS 1.3. Per-tenant encryption keys ensure strict isolation.
No AI training on your data
Your clients' call data is never used to train AI models. It's your data, not ours.
PIPEDA compliant
Polaris meets all requirements under Canada's Personal Information Protection and Electronic Documents Act.
AI and recording disclosure
Every call begins with a clear disclosure that the caller is speaking with an AI and that the call is being recorded.
Audit logging
All access to call data is logged. Full visibility into who accessed what and when.
Questions about Polaris for IT companies?
Get answers to common questions about AI answering for MSPs and IT service providers.
Polaris captures issue details, affected systems, urgency level, and contact information. This information is sent immediately via email. For Enterprise customers, we build custom integrations with your ticketing system.
Polaris is trained to identify emergency keywords (server down, can't access email, security breach) and can immediately escalate via SMS and phone to your on-call technician. Routine requests are logged for next-business-day response.
Polaris can walk callers through basic steps you define (restart computer, check internet connection, clear browser cache) before escalating. This reduces unnecessary escalations while still capturing real issues.
Yes. Polaris identifies the call type upfront. Support calls go through triage and ticket creation. Sales inquiries capture business size, current IT setup, pain points, and book discovery calls on your calendar.
That's the main scenario we built for. Your technicians are deep in troubleshooting at a client site and can't take calls from other clients. Polaris answers, triages the issue, and either escalates emergencies or logs routine tickets for your team to handle when they're free. No client feels ignored.
Polaris recognizes emergency keywords like 'server down,' 'can't access email,' 'security breach,' and 'network outage.' It immediately calls and texts your on-call technician with full context: client name, what's affected, how many users are impacted, and callback number. Non-emergencies are logged for morning.
Polaris can recognize callers by phone number and greet them by company name. For known clients, it skips the general greeting and goes straight to 'How can I help you today?' For unknown numbers, it identifies the caller and captures their details. This makes every client feel like they have dedicated support.
Most callers can't tell within the first 30 seconds. Polaris uses premium voice technology that sounds natural and human. We also include a brief disclosure for compliance, which most callers appreciate as transparency.
About 5 minutes. Enter your business name, pick a voice, and you're live. Our onboarding wizard pulls your business information automatically so you don't have to type it all out.
Polaris immediately escalates to you or your team. You can set up custom escalation rules based on keywords, urgency, or caller type. Your callers will never hit a dead end.
Yes. No long-term contracts and no cancellation fees. You can cancel directly from your dashboard at any time, and you'll retain access until the end of your billing period.
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"We're confident you'll love Polaris because we've seen it happen hundreds of times. Most businesses are hooked after their first real call. That's why we let you try it free—no commitment."
— Polaris Voice Team
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