We already work as embedded team members for MSPs across the United States, Canada and Australia. Our engineers sit inside your PSA, follow your SOPs, and sign off with your company's name. Your clients experience your support desk. You just stop paying local salaries for overnight cover.
You shouldn't have to fit your desk around someone else's roster. Name the window you need covered and we assign engineers to it. Because our team sits across Dhaka and Sydney, the hours nobody local wants to work are ordinary working hours for us, so there's no night-shift premium buried in your rate.
Need a pattern that isn't listed — split shifts, public holiday cover only, or follow-the-sun across two regions? Say so on the form below and we'll build the roster around it.
Most partnerships start narrow and widen once the reply quality is proven. You don't have to pick the biggest option first.
Full-time engineers assigned only to you. They join your standups, learn your client base, and show up on your team page if you want them to. Effectively a hire, without the recruitment, payroll, equipment or attrition.
BEST WHEN VOLUME IS STEADY AND GROWINGYour team hands the queue over at 5pm and picks it back up in the morning with tickets already triaged, actioned or documented. Your engineers stop carrying a pager and your on-call premium disappears.
BEST WHEN ON-CALL IS COSTING YOU STAFFWe take the spillover when the queue spikes — a client onboarding, a migration weekend, a security incident, or someone resigning without notice. You keep the SLA without hiring for peak load you only see twice a year.
BEST FOR SEASONAL OR PROJECT-DRIVEN SPIKESKeep first-line in-house and call us for the hard things: tenant-to-tenant migrations, hybrid identity and SSO design, DLP and compliance work, SIEM integration, incident response. Expertise on demand instead of on payroll.
BEST WHEN YOU HAVE L1 BUT NO ARCHITECTHanding your clients to someone else is a trust problem before it's a cost problem. These are the terms we work under, and they go in the agreement rather than staying a verbal promise.
Non-solicitation is written into the agreement, and it runs beyond the end of it. Your client list is the business you've spent years building. We're not in it to take a slice of that — we're the team behind your desk, and that only works if you never have to wonder.
Replies go out under your name, from your address, in your tone. Engineers can appear on your team page, join your standups, and answer the phone as your company. Your client never learns there's a partner unless you choose to tell them.
Your PSA, your RMM, your documentation in IT Glue or SharePoint. Access is scoped to what the role needs and revoked the day it doesn't. Nothing gets copied into a system of ours, and no client data leaves your tenancy.
Company-level and per-engineer. Background-checked staff, MFA on every account, and a named point of contact you can escalate to at any hour without going through a ticket queue.
We follow your documented process, and where it doesn't exist yet we write it and hand it to you. You keep the documentation whether the partnership continues or not.
Weekly volume, resolution times, first-contact resolution, escalation rate, and SLA performance. Presented as your desk's numbers, because that's what they are.
We learn your client base, review your SOPs and documentation, and get scoped access to your PSA and RMM. Where SOPs don't exist yet, we write them as we go.
Our engineers watch your team work real tickets, learn your tone, your escalation rules, and what each client is sensitive about.
We handle tickets end to end, but you review every reply before it goes out. Corrections at this stage set the standard for everything after.
We work agreed ticket types without review, with weekly reporting on volume, resolution time and escalations. Scope widens when you're ready, not before.
If you need cover faster than that, after-hours triage and documentation can start inside a week. Full independent resolution is what takes the month.
No cost, no commitment, no minimum. Pick five tickets you'd normally hand to a first-line technician and watch how our engineers write, escalate and document. Reply quality is the only thing that matters in this decision, and you shouldn't have to take our word for it.
If the real issue isn't a laptop that won't connect but a process eating half a day every week — the spreadsheet, the email approvals, the thing typed in twice — we build custom Power Platform solutions on the Microsoft licences you already own. Design first, in Figma, at our cost.