Oct 31, 20224 min
Updated: Dec 15, 2022
Are you a UK or US-based MSP looking for an OUT OF HOURS helpdesk?
Then perhaps you will be interested in learning more about our Services via the following question and answers.
All data is kept within the MSPs systems, no data of any value is EVER stored in our systems.
We have a host of policies and procedures, as well as technical controls, to ensure we treat your systems and clients with the utmost security and respect.
As an example staff use encrypted company issue machines, with MFA, conditional access, Lastpass, AAD auditing and Azure P1/P2 to mention but a few.
Yes, but not 3rd line tickets related to changes which could not be solved by the MSP. For instance, tickets which are for example making scripted changes to Active Directory, or looking at why printer sharing is not working well are absolutely fine.
But if for example, we receive a ticket for a revision of quota management, this should be handled by the MSP.
We have experience with and currently use all the major PSAs and RMM tools including AutoTask, Connectwise, Ninja and Kasaya as well as a host of lesser-known platforms. As long as they are stable usable platforms, we are happy to work with them.
Absolutely, we would use your PSA or CRM for ticketing updates and all client communication.
We do have our own PSA (for internal monitoring) but although being developed there is no connector and all tickets would be logged/actioned through yours first. We only require a single login as all engineer auditing and logging is done internally using our own systems. For example, LastPass, Azure AD, ActivTrak etc.
There is no time limit (we appreciate some tickets take longer and end users are not always immediately available) and a single issue would remain under one ticket.
However, we do believe in a fair use policy and as such, we would expect the average ticket to take between 15 to 20 minutes as by that point there would normally be some reason for the MSP to be contacted.
If our team has taken action on the issue, this would still count as a chargeable ticket, even if escalated. If no actions, then the ticket would not be part of the allowance.
In essence, if we had to take meaningful action on a ticket, i.e. discover in-depth what was going on and tried a fix and failed, it would only be fair that this would count as a ticket.
Our ticket pricing would remain at £25.00 per ticket despite volumes.
Due to resourcing costs, we do not carry over any unused allocation from previous months.
As standard we are more than happy to sign a con-compete, NSA and GDPR Data processing agreements. If you required further documents signing these can be vetted on an individual basis.
Yes as long as the process and expectation is documented or planned. A random call at 1am with a user requesting a software installation would normally indicate some missed planning earlier on. However, we would always do everything we can to get the user operational.
All work is completed by our in-house team with the majority based in the UK but with offices also in Dubai & LA.
These would not count as tickets & we would be happy to pass these messages on or use a script provided, however, fair usage would apply, i.e. it cannot be a regular occurrence as we are not a call center, but a helpdesk.
Our normal service would hope to answer calls immediately, but our agents are a shared resource and as such customers may queue on occasion. The average wait time currently is rarely over 1minute.
We would assign numbers to your account appropriate for your country, we are able to provide numbers for most countries.
We would normally answer using a generic welcome, we prefer not to state a name and the IVR should handle this part. It just leaves more room for errors with staff.
No this would not be necessary, we would only ever message from within your PSA
Do you have any other questions? Please get in touch and we will be happy to answer them.
Contact Us Today on +44 (0)333 344 4750 or info@whitelabelit.com