01
After-hours dispatch outage
Dispatch runs 24/7, IT often doesn't. When VoIP, TMS, or the dispatch console drops at 2am Saturday, the answer can't be a voicemail box.
Industry · Dispatch · 24/7 Operations
IT support for dispatch that doesn't stop.
Dispatch operations run 24/7/365. IT support has to match that. EFROS provides after-hours response, VoIP and TMS continuity, and pre-authorized containment during incidents — so loads keep moving when something fails.
By Stefan Efros, CEO & Founder, EFROS
Updated ·
Dispatch P1 SLA standard
15-minute acknowledgement, senior engineer on the bridge, before the dispatcher finishes the second support call.
The Tier-1 escalation tree skips ticketing software entirely when dispatch-impacted events fire. EFROS' bridge opens on the same channel the dispatcher is already using — Teams, 3CX, or direct dial — within 15 minutes of the page going live. Documented in every dispatch-tier engagement letter.
Common dispatch pain points.
02
TMS integration breaks the email flow
A TMS upgrade or SaaS change pushes new mail patterns and the existing anti-spam rules block legitimate load confirmations. Drivers and brokers wait.
03
Ransomware on a dispatcher PC
One unpatched workstation in the dispatch pod encrypts the file share. Without pre-authorized containment, the response loop adds hours; loads sit.
04
Driver phone provisioning at scale
Driver turnover means constant device onboarding and offboarding. Without a standardized intake process, lost devices remain enrolled and ex-drivers retain access.
05
VoIP quality degradation
Call drops or audio quality issues during a peak hour look small individually and add up to load failures, missed pickups, and driver frustration.
What's included.
- 24/7 dispatch-prioritized helpdesk with on-call escalation
- VoIP / 3CX architecture, failover, and call-recording integrity
- TMS, ELD, GPS, and broker-portal integration support
- Driver and dispatcher device lifecycle (Intune / Jamf / MDM)
- Microsoft 365 administration tuned for dispatch mail patterns
- Backup of dispatch databases, accounting, and document repositories
- EDR coverage with pre-authorized containment for dispatch endpoints
- Change-control runbook for TMS / ELD upgrades and migrations
- Documented onboarding / offboarding within 4 business hours
- Quarterly business review with dispatch leadership
FAQ.
What is the response time on a real after-hours dispatch outage?
P1 (dispatch impacted) gets a 15-minute acknowledgement target with a senior engineer on the line. The exact SLA is documented in the service agreement and varies by tier.
Do you support hybrid environments — some onsite servers, some cloud?
Yes. Most dispatch operations are hybrid: TMS on-premise, mail in Microsoft 365, accounting in QuickBooks Online, GPS via vendor SaaS. We monitor the whole picture under one engagement.
Can EFROS replace our incumbent MSP without a dispatch outage?
Yes. The transition runs in parallel for thirty to sixty days. The incumbent stays primary while we document everything, validate backups, harden Microsoft 365, deploy EDR, and stand up monitoring. Then the cutover is a single coordinated event with both parties on the bridge.
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