24/7 support and monitoring desk
A London commercial-kitchen group
6,784 hours in year one, 6,000+ cold-room alerts, 1,900+ invoices, now in year three
Evenings, weekends and 24/7 cover
Cover the hours you can’t, at the same rate.
Suits businesses that trade at weekends, sites and services that never close, and owners who are still answering customer emails at 10pm.
What we take on
- Part-time cover, typically 15 to 30 hours a week, for lead replies and light admin.
- Extended cover for businesses that trade 7 days a week, typically 35 to 80 hours a week.
- Out-of-hours cover, typically 60 to 100 hours a week: for example weekday nights from 18:00 to 08:00, plus 24 hours at weekends.
- 24/7 cover, 168 hours a week, in three 8-hour shifts plus a weekend rota. You pay for the hours covered, not the number of people.
- A trained backup on every account, with holidays and peaks planned weeks ahead.
- An end-of-shift report that lists open items and anything the next shift must do.
Who does what
Bots do the repetitive work. A person checks, decides and says yes, and nothing goes out without it.
Human
Answers, acts and hands over a written report at the end of the shift.
Bot
Watches the queues and alarms overnight.
Never alone: Close an alert, send a reply or give a refund.
Who says yes: You, on the written rules for each alert (who to call, what is urgent, when to wake someone) and on anything outside them.
A task, from start to finish
An example day
- 22:00Human
Our evening person takes over from the day team and reads the handover report.
- 23:15Bot
The bot watches your queues and alarms and sorts what comes in, so the person sees what matters first.
- 02:10Bot
An alert arrives. The bot checks it against your written rules and flags it for a person.
- 02:15Human
Our person decides whether it is a real fault, calls the contact your rules name and follows up until it is fixed.
- 06:45Human
Our person writes the end-of-shift report: what happened, what was done and what is still open.
- 07:30You
You read the report when your day starts. Anything outside your rules is waiting for your yes.
Tools we work in
If we don’t know your tool, we learn it in the training week.
- Intercom
- Zendesk
- Freshdesk
- Slack
- WhatsApp Business
- Your phone system
- Your own monitoring and alarm systems
Typical targets
Typical targets we agree with clients: live chat and phone picked up within 2 minutes in cover hours, email and social first reply within 15 minutes, and urgent issues acknowledged within 10 minutes. Anything outside cover hours is handled first thing next shift. Always agreed per client.
Proof
We run a 24/7 support and monitoring desk for a London commercial-kitchen group, in three 8-hour shifts. It started with weekend cover in May 2024 and is now in its third year.
What it costs
You only pay for the hours we cover. The first week is free, and live work is charged from week 2.
One all-inclusive hourly rate, typically 38 to 40% less than the true cost of an equivalent UK hire. See what a UK hire costs
Industries where this matters
Questions people ask
Can you cover nights and weekends?
Yes. Our team works across several time zones and covers any hours, including 24/7, at the same rate.
How do you cover the clock?
A team across several countries and time zones, managed from London, so UK evenings, nights and weekends fall in someone’s normal working day. Every account has a trained backup, and holidays and peaks are planned weeks ahead.
Do nights and weekends cost more?
No. We charge the same rate at any hour, including evenings, nights, weekends and bank holidays.
What happens if something urgent comes in overnight?
Urgent issues are acknowledged within 10 minutes, agreed per client. If a site is monitored and anyone’s life is in danger, the rule is to call 999 first, then follow your call list.
What if your person is ill or on holiday?
That’s our problem, not yours. Every account has a trained backup, and we plan holidays and peaks ahead.
How will I know what happened overnight?
Each shift ends with a written report that lists open items and anything the next shift must do. A weekly report follows every Friday.