WHITE-LABEL L2 SUPPORT
L2 escalation support for MSPs
Senior technicians for the tickets your L1 can't close: servers, networking and Microsoft 365 tenant issues.
STARTING PRICE
From $45 / hour
Prepaid 10-hour blocks ($450)
Unused hours roll over 1 month
Same named-team model Book a 20-min fit call See full pricing
Unused hours roll over 1 month
Same named-team model Book a 20-min fit call See full pricing
The problem
Complex tickets bounce back to the owner or the one senior engineer, who becomes the bottleneck.
The outcome
A senior escalation layer that resolves the hard tickets, documents the fix and keeps your senior engineer free.
What's included
- ✓ Windows Server and Active Directory issues
- ✓ Microsoft 365 and Entra ID tenant problems
- ✓ Network and VPN troubleshooting
- ✓ Root-cause analysis on recurring issues
- ✓ Fix documented in your runbook
Not included
- — Physical network work and on-site visits
- — Architecture redesigns (quoted as a project)
L2 service levels
| Priority | First response | Update cadence |
|---|---|---|
| Critical | 30 minutes | Every hour |
| High | 2 hours | Every 4 hours |
| Normal | Next business day | Daily |
Questions
How do hours get used?
Billed in 15-minute increments against your prepaid block; you see the balance in every weekly report.
Do we need help desk too?
No, but L2 works best when our L1 team escalates to it directly.