Yes. This is genuine 24/7 IT support. We don't answer support calls in our pyjamas or crawl out of bed after letting the phone ring for two minutes. We know that 'on-call' doesn't quite cut it when it comes to 24/7 support. You need fully alert engineers in an office, who are ready to take your customers' calls at any time of day. When the phone rings, we answer quickly, pull up the customer details and get straight to fixing a problem without yawning.

Accountability is an important factor when outsourcing anything. We'll protect your reputation and deliver our services to the highest possible standards. That doesn't mean we can promise that mistakes won't happen - it's technology and people, after all. We have our own systems and processes to ensure internal accountability and points of escalation, so chances are we'll pick up on any issues before it reaches you or your customers. Saying that, we'll always have a senior point of contact available to you when you have any concerns.

Fixed fee would be on a per seat/user basis yes. Most MSPs start on the ticket model though, and sometimes transition certain clients over to per seat when appropriate.

Yes, we can fully support one or more of your clients. MSPs normally choose the Per Seat model for a complete client management so they can log as many tickets as they like throughout the month.

We support MSPs and clients all over the world, so where you and your clients are based doesn't matter to us, we're just here to help. It's worth noting however that we do have different pricing models for MSPs in different countries. Also, we can only support english speaking clients.

As an MSP, you'll understand that handover timescales can vary. Six weeks is probably a safe estimate for a standard setup. This gives us enough time to learn your services, systems and customers and get set up. You absolutely need an onboarding, otherwise there can be no guarantee of the service we offer your clients.

Our techs are in the UK and USA, although we do ask our Dubai and Philippines locations to assist on very rare occasions. Everyone, no matter the location is part of the White Label family and all home grown and trained. Nothing is outsourced.

Yes. We go through a thorough onboarding process to find out everything we need to know about you and your clients, including key software. We would also ask for processes/scripts for how to support anything "out of the ordinary."

We ask you to create a login for us to your own PSA and RMM so we can work on tickets through there. This way you have complete visibility to the tickets your clients are logging.

The White Label helpdesk is only for remote 24/7 support, but you can speak to our projects team if you do require onsite visits.

This is totally up to you. We will create a dedicated number for your clients to call us on and we will present as you when calling them back. As we use your own PSA we will be emailing them as your company too. So they never need to know if you don't want them to.

Yes, this will be sent via DocuSign for you and us to sign, we also have a non-compete built into this.

A good partner will always take the time to embed themselves into your systems, learn your client quirks, and follow your tone and approach. We spend a great deal of time onboarding properly, and work through all your documentation, just like your internal team would.

We don’t replace any of your processes, we respect and follow them. Whether it's custom escalation paths, specific ticket templates, or internal notes, we mirror your standards and update documentation with you over time. However, as we work with so many process flows, we will always make suggestions and provide advice on improvements that could be made to keep making progress with your service and support.

Yes. We work within all your existing tools, no switching required. We’re fluent in platforms like Autotask, ConnectWise, Halo, N-able, and more. You stay in control of the stack.

Only experienced, vetted engineers support your clients. We invest in ongoing training and performance reviews to ensure technical quality, communication skills, and alignment with MSP culture. To add to this, you're welcome to come and meet us before signing up!

We escalate to your internal team immediately, using your pre-defined thresholds. There’s no ego, we know when to hand off, and we make it smooth and informed.

Our goal is to remove hassle, not add it. We start with a tailored onboarding process, follow clear workflows, and proactively flag issues. Once set up, you’ll wonder how you managed without it.