From agreement to go-live
How it works
A structured four-week start, a 90-day pilot and full visibility of performance.
Our process
How we build and run your team
1. Assess
We review 90 days of your ticket data and coverage gaps, and recommend the right mix of L1 and L2 engineers and shifts.
2. Build
We recruit and test engineers against your technical needs, set up secure devices and accounts, and write runbooks for your top ticket types.
3. Run
Your engineers work your queue under your brand while our team lead supervises, rosters, covers leave and reviews quality.
4. Improve
Weekly reports and monthly reviews show SLA results and trends, and we keep refining runbooks and automating repeat work.
What we take care of
- Recruiting engineers to suit your technical and cultural needs
- Onboarding, induction and runbooks for your environment
- Rostered shifts that combine into extended or 24/7 cover
- Supervision, quality reviews and leave cover
- Laptops, licences, internet with backup and power
- HR, payroll and Sri Lankan employment compliance
You approve the work. We run the desk.
Onboarding
Four weeks from agreement to go-live
Each week has a clear job, so your engineers start on your queue prepared rather than guessing.
Week 1
Discovery
- Review your ticket data, tools and clients
- Agree the right L1/L2 mix and shifts
- Agree escalation paths and service levels
Week 2
Access and security
- Set up company-managed, encrypted laptops
- Create separate least-privilege accounts with MFA
- Sign the data processing and confidentiality agreements
Week 3
Knowledge transfer
- Hand over your processes and runbooks
- Walk through your PSA, RMM and documentation
- Document your escalation paths and client notes
Week 4
Shadow then go live
- Engineers shadow your team on live tickets
- They take tickets with your team reviewing
- Go live on your queue, under your brand
The 90-day pilot
Prove it works before you commit
Founding partners start with a 90-day pilot, measured against agreed targets. These are the targets we will be held to.
Service levels
Response targets
| Priority | Response target |
|---|---|
| P1 | 15 minutes, plus immediate escalation to your on-call |
| P2 | 30 minutes |
| P3 | 2 hours |
| P4 | 4 hours |
Visibility
You always know how it's going
Shift handover
Written up in your PSA at the end of every shift.
Weekly report
A regular view of volumes, service levels and issues.
Monthly service review
We go through performance with you and agree any changes.
Quarterly business review
A longer look at the service and what your MSP needs next.
Leave cover and casual reserves
Sick days and annual leave are our problem, not yours. We cover them through the roster and casual reserve engineers, so your queue keeps moving.
Your tools
We work in your tools, not ours
Our engineers work inside your own PSA, RMM and documentation tools, using named least-privilege accounts. There is no new platform for you or your clients to learn.
Your PSA
Tickets, notes and time are recorded where your team already works, so nothing sits in a separate system.
Your RMM
Scripts, patching and alerts run through your RMM, under the permissions you give us.
Your documentation
Runbooks and client notes stay in your platform, and they remain yours.
- 90-day pilot
- Founding-partner prices held for 12 months
- No onboarding fee
- Free ticket-data review