Question 1

Do you offer full follow-the-sun helpdesk, all year round?

Accepted Answer

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.

Question 2

How do you manage support escalations that go beyond 1st line?

Accepted Answer

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.

Question 3

Can white label offer a fixed fee, per computer, per month?

Accepted Answer

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.

Question 4

Can I use the White Label IT helpdesk for a single client?

Accepted Answer

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.

Question 5

My MSP is based outside the UK, can you still support my clients?

Accepted Answer

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.

Question 6

How long does the onboarding process take, and do I really need one?

Accepted Answer

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.

Question 7

Where are White Label IT technicians located?

Accepted Answer

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.

Question 8

If we have a client with bespoke software, can you still help?

Accepted Answer

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."

Question 9

How will you log tickets and ensure records are all kept?

Accepted Answer

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.

Question 10

Will you carry out site visits if a ticket can't be resolved remotely?

Accepted Answer

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.

Question 11

Should I tell my clients they will be supported by White Label?

Accepted Answer

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.

Question 12

Do you have an NDA or contract as you are talking to our customers?

Accepted Answer

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

Question 13

Will you ever truly understand our clients in the way we do?

Accepted Answer

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.

Question 14

How do you handle our internal processes and documentation?

Accepted Answer

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.

Question 15

Do you integrate with our PSA, RMM, and ticketing systems?

Accepted Answer

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.

Question 16

What’s the quality of the engineers on your side?

Accepted Answer

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!

Question 17

What happens when there's a complex or sensitive ticket?

Accepted Answer

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.

Question 18

Is an outsourced helpdesk going to be more hassle than it’s worth?

Accepted Answer

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.

COMMON QUESTIONS FROM MSPs

WHITE LABEL IT FAQs