Your technicians are at a client.
rednea takes the incident report.
A server is down, email is not going out, a printer has stopped: rednea takes support calls while your team is busy. rednea records what is down, how many people are affected and how urgent it is, and can put urgent cases through to your on-call technician.
What is rednea for IT service providers?
rednea is an AI phone assistant for Swiss IT service providers. It takes support calls, records incidents with company, affected users and urgency, answers simple questions from your information and can put urgent cases through to on-call staff.
Everyday life in IT support
Why the support line of an IT provider often goes unanswered
Whoever gives support cannot pick up at the same time
Your technicians are in a remote session, on site at a client or in the middle of a migration. In small firms the support number is often the owner’s mobile. Whoever is pulling cables under a desk does not pick up.
Incomplete reports cost time
“Nothing works here” is not enough for triage. Your team needs company, contact person, affected system, number of affected users and a callback number. If something is missing, the first call back is only to ask.
In the evening and at weekends, on-call is what counts
Outside office hours, the on-call technician should only be disturbed for real outages. In between come password questions and requests that can easily wait until the next working day.
What changes
How rednea relieves your IT support
Support calls get answered
You decide when rednea picks up: when busy, when nobody answers, over lunch, in the evening or at weekends. Your team stays on the work at hand.
Incidents recorded in a structured way
Company, contact person, what is affected, since when, how many users and how urgent: rednea asks and sends every report as a summary by email.
On-call only for real outages
You set what counts as urgent, for example a server or network outage that affects several users. rednea can put such calls through to on-call. Everything else arrives as a summary.
Simple questions, only from your information
Support hours, remote support download, link to the customer portal: rednea answers only with what is on your website or what you store. rednea does no troubleshooting and resets no passwords.
In your customers’ language
German including Swiss German, French, Italian and English. rednea switches to the caller’s language when they speak one of these.
Set up in 30 minutes
How we set up rednea for your IT support
Take over your support information
We take the details from your website: support hours, ways to get in touch, remote support, customer portal and instructions. You add what is missing.
Set questions and urgency
You decide which details rednea asks for and which cases count as urgent. A connection to your ticketing system is possible on request.
On-call and transfers
You store the number of your on-call technician and set when rednea can put calls through to it. When on-call duty changes, you update the number.
Call forwarding and go-live
You set up forwarding in your phone system or with your provider. Your support number stays the same. After a few test calls, rednea is ready.
Typical calls
How rednea answers IT support calls
An outage at a client
The report arrives complete: company, affected system, number of users, since when, callback number. Your team can start without asking again.
Forgotten password
rednea answers only with your stored instructions. rednea asks for no password and resets nothing.
An outage at the weekend
You decide when rednea puts calls through to on-call. If on-call does not answer, the report arrives in the summary marked as urgent.
An on-site visit
A technician calls back with all the details and arranges the visit. With a connected calendar, rednea can also book the appointment directly.
FADP, data in Switzerland
Why IT service providers can trust rednea
Stored in Switzerland
Call logs, recordings and summaries are stored in Switzerland. rednea is a Swiss company and complies with the FADP and the GDPR.
No use for AI training
Your customers’ calls are not used to train AI models. Call recording is on by default; you can switch it off.
No access to your systems
rednea has no access to your systems or those of your clients. During setup we make sure rednea asks for no passwords or access credentials.
You stay in control
Hours, answers, urgency and transfer rules are yours to adjust. Cancel monthly, no setup fee, no new hardware.
Pricing
Transparent pricing
Included
- 300 minutes
- 1 phone number
- 100 SMS notifications
- 7 languages incl. Swiss German
Features
- AI phone assistant 24/7
- Appointment booking with calendar integration
- Web chat for your websiteNew
- 10+ voices to choose from
- Call summary by email & SMS
- Month to month, no setup fee
Included
- 1,000 minutes
- 5 phone numbers
- 1,000 SMS notifications
- Unlimited assistants
- Unlimited users
Features
- Everything in Basic
- Outbound calls on request
Included
- From 5,000 minutes
- Custom number of phone numbers
- Unlimited SMS notifications
- Unlimited assistants
- Unlimited users
Features
- Everything in Professional
- API access
- Custom SLA
Related topics
Explore more
Related use cases
For plumbing, heating, IT, veterinary, property management, locksmith
rednea is an AI phone assistant that takes incoming emergency calls 24/7, judges urgency against defined triage criteria, handles routine questions itself, and escalates real emergencies in a structured way to the on-call — by SMS, phone, Teams, or Slack.
For every Swiss SMB with repeat questions
rednea is an AI phone assistant that answers your business's most frequent customer questions around the clock — opening hours, prices, location, products, processes. Your team only handles cases that really need a conversation. FADP-compliant with data hosted in Switzerland.
For law firms, agencies, consultants, and trades
rednea is an AI phone assistant that answers prospect calls 24/7, qualifies them by industry, budget, timeline, and concrete need, answers simple questions directly, and hands the qualified lead over to the right account owner on your team.
Frequently asked
What IT service providers want to know before they start
What does rednea cost an IT service provider?
The Basic plan costs CHF 90 per month with 300 call minutes and one number. Professional costs CHF 290 per month with 1,000 minutes and up to 5 numbers. Scale starts at CHF 590 with 5,000 minutes. All plans are month-to-month, with no setup fee.
Can rednea create tickets in our ticketing system?
Every report arrives as a summary by email. A direct connection to your ticketing system is possible on request.
How does putting calls through to on-call work?
You store the number of your on-call technician and describe which cases are urgent. For such calls, rednea can put the caller through to on-call. If nobody answers, rednea takes the report and notes that it is urgent.
Does rednea solve technical problems?
No. rednea does no troubleshooting and has no remote access. rednea answers simple questions only with your stored information, for example where to download the remote support tool. Everything else rednea records for your team.
We are a small team. Is it worth it if we only miss a call now and then?
That is exactly the case. You forward only when busy or when nobody answers. Every report arrives as a summary by email, and depending on the plan also as an SMS notification. So you see, even at a client, who called and what is wrong. Whether the caller has a maintenance contract you check when you call back, because rednea cannot see your contracts.
What about calls that are not support at all?
Quote requests, invoice questions and sales calls also reach the support number. rednea records them and writes in the summary what they are about.
Does rednea have to take every call?
No. You decide when rednea picks up: only when busy, when nobody answers, outside support hours or around the clock. After each call you receive a summary by email.
Can we keep support and the main line separate?
Yes. The Professional plan includes up to 5 numbers, for example one for support and one for the main line. We agree with you at the start how the numbers are set up.
Does rednea understand Swiss German and other languages?
Yes. rednea speaks German including Swiss German, French, Italian and English. Technical terms such as server, VPN or printer are recorded the way the caller says them.
Further reading
First-Level-Support: 60% der Anfragen per KI lösen
KI-Telefonassistent als First-Level-Support für Schweizer KMU: Wiederkehrende Fragen beantworten, komplexe Anliegen weiterleiten. Ab CHF 90/Monat.
KI-Telefon als Ergänzung: Überlauf, Randzeiten, Ferien
Ein KI-Telefonassistent muss Ihren Empfang nicht ersetzen. Wie das Überlauf-Modell funktioniert: die KI springt ein bei Stosszeiten, über Mittag und in den Ferien.
KI-Telefonassistent mit Teams oder Telefonanlage verbinden
KI-Telefonassistent mit Microsoft Teams oder Cloud-Telefonanlage verbinden: welche Weiterleitung, welche Ziele und welche Schlaufe Sie vermeiden.