GUIDE · OFFSHORE HELP DESK
Offshore help desk for MSPs: what to check before you sign
An offshore team can cut L1 costs and cover hours you cannot staff. It can also damage client trust if it is done badly. These are the questions that separate the two.
Named lead + backup
$1,500 monthly minimum, billed in USD Book a 20-min fit call
Why US MSPs look offshore
Hiring an L1 technician in the US takes months, adds fixed salary before the revenue arrives, and still leaves nights and weekends uncovered. An offshore white-label team turns that into a per-endpoint cost and can staff hours a small local team cannot.
The risk is not where the technicians sit. It is whether the provider works in your tools, under your brand, to written standards, and lets you leave easily if it does not work.
Six things to check with any provider
- Time-zone coverage in writingWhich US hours are staffed live, and which need a 24/7 plan. Ours: 8am–6pm Eastern and Central on business hours; Mountain and Pacific on the 24/7 plan.
- They work in your PSATickets should stay on your board with your SLA timers, not be copied into the provider’s system.
- Security controlsMFA on every account, logged remote sessions, access removed the day the contract ends, and a DPA signed before work starts.
- Language and brandYour signatures, phone scripts and US English in client-facing notes. Clients should only ever see your name.
- Named peopleA named lead and backup who learn your clients, not a rotating pool.
- Easy to start and stopA short paid pilot on real tickets, month-to-month terms and a clear notice period. Ours: $750 for 10 business days, then 30 days’ notice.
Offshore vs hiring locally
| Factor | Local L1 hire | Offshore white-label team |
|---|---|---|
| Time to start | Recruiting and notice period | About 14 days, or a 10-day pilot |
| Cost model | Fixed salary, benefits and tools | Per endpoint, month to month |
| Nights and weekends | Overtime or on-call rota | 24/7 plan available |
| Cover for leave | Gaps when one person is out | Named lead plus backup |
| Local context | Knows your clients in person | Learns them from your runbook and notes |
| On-site visits | Yes | No: you or your field partners |
Run your own numbers in the L1 cost calculator.
Where we fit, honestly
Zaivit is based in Nashik, India, and delivers white-label services to MSPs in the US, Canada, UK, Ireland, Australia and New Zealand. We do not sell managed IT to end customers in those countries.
We do not do on-site work, and we do not claim certifications we have not earned. If your clients need either, we will say so on the fit call.
Questions
Will US clients notice an accent or a different style?
Phone and email follow your scripts and templates in US English. The pilot is the place to judge this on real calls before you commit.
How is client data protected?
We sign a data processing agreement before work starts, use MFA and logged sessions, and list our sub-processors on the sub-processors page.
Can we start with only after-hours?
Yes. After-hours only is $6 per endpoint per month, within the $1,500 monthly minimum across services.