White-label help desk for MSPs
Your clients' L1 and L1.5 tickets handled under your brand, in your PSA, to your SLAs.
The problem
Routine tickets eat your engineers' week. Hiring another technician takes months and adds fixed cost before the new revenue arrives.
The outcome
Tickets resolved fast, every fix documented, and your senior team freed for projects and client growth.
What's included
- Password resets and account lockouts
- User onboarding and offboarding
- Microsoft 365 and email issues
- Printer, device and software issues
- Ticket triage and escalation to your team
- Documentation updated after every fix
Not included
- On-site visits (you or your field partners)
- Server or network changes without your approval
- Hardware and licence purchasing
- Work outside agreed scope, which we quote as a project
Service levels
| Priority | First response | Target resolution |
|---|---|---|
| Critical | 15 minutes | 4 hours |
| High | 1 hour | 1 business day |
| Normal | 4 business hours | 3 business days |
| Low | Next business day | Best effort |
Live in about 14 days
- DAY 0Kickoff call
- DAYS 1–5Access and runbook handover
- DAYS 6–10Supervised tickets
- DAYS 11–14Go live
- ONGOINGWeekly reports
Your weekly report
- Tickets opened, resolved and escalated
- SLA attainment by priority
- Recurring issues and suggested fixes
- Opportunities we spotted for your clients
Often added to the help desk
- After-hours and 24/7 coverHelp desk + after-hours $16 / endpoint / month →
- NOC monitoring and patching$4 / endpoint / month →
- L2 escalation support$45 / hour →
- Backup monitoring and restore testing$10 / server or tenant / month →
- Documentation maintenance$200 / client / month →
- MSP back officeFrom $500 / month →
Help desk questions
Do you answer phones as well as tickets?
Yes. We handle tickets, email and phone under your brand, using your phone scripts. Chat is available on request.
Which tools do you work in?
Your PSA, RMM and documentation tools. We do not ask you to change your stack.
How do escalations reach my team?
Through the escalation path we agree during onboarding, documented in your runbook.
Who works on my tickets?
A named lead technician and a named backup on your shift. You meet both on the kickoff call.
What about Indian public holidays?
They never reduce your coverage. Our rota covers every partner every working day in your time zone.