From Signed Agreement to 24/7 Live — In Under 4 Weeks
1
Discovery & Environment Assessment
We map your client environments, user base, endpoint types, ticket categories, coverage hours, and SLA requirements.
2
Process & Workflow Alignment
SOPs written. Ticket categories, priorities, escalation paths, and communication standards defined — aligned to your brand and your clients’ expectations.
3
Secure Access & Tool Configuration
Role-based access configured. Security controls applied. Ticket templates set up. ITSM integration completed.
4
Pilot & Quality Validation
Controlled pilot with real tickets before full deployment. SLA performance tested, communication quality reviewed, workflows refined.
5
24/7 Go-Live
All tiers. All hours. Under your brand. Most MSPs are fully live within 3 to 4 weeks of engagement start.
6
Ongoing Review & Optimization
Monthly service review. KPI analysis. Ticket trend discussion. Recurring issues identified and eliminated.
Why MSPs Choose HEX64 Over Generic White-Label Providers
- Built for MSPs, not adapted: Purpose-built white-label backend delivering your helpdesk experience—not a generic outsourced model.
- SLA commitments by priority: 5 min (Critical), 30 min (High), 2 hrs (Normal), 4 hrs (Low)—contractual, tracked, and reported.
- On-brand communication: Clear, client-ready responses—no jargon, no call-centre tone.
Our Technology Expertise, Compliance & Platform Experience
The capabilities enterprise clients and procurement teams typically review during vendor assessment. Our NOC engineers have hands-on experience across the cloud platforms, IT management tools, and observability systems most enterprise environments actually run on — including AWS, Microsoft Azure, Google Cloud, Datadog, Site24x7, ManageEngine, and ServiceNow. Our operations follow ISO 27001, HIPAA, PCI-DSS, SOC 2, and GDPR frameworks, with supporting documentation available on request during due diligence.
Frequently Asked Questions — White-Label IT Helpdesk for MSPs
White-label remote IT helpdesk means HEX64 delivers IT support under your brand. Your clients submit tickets through your system. They receive responses with your company name. Every interaction uses your tone, your standards, and your communication style. HEX64 handles the technical resolution behind the scenes — your clients never know we are involved.
Yes, and L3. HEX64 provides the full support stack under one engagement. L1 covers end-user issues — password resets, VPN, email, basic troubleshooting. L2 covers advanced technical work — servers, networks, cloud platforms, security incidents, root cause analysis. L3 covers complex infrastructure, critical incidents, and expert escalation. All three tiers operate under your brand with full technical notes passed at every handoff.
Yes. HEX64 operates 24/7, including nights, weekends, and public holidays. Coverage is aligned to your clients’ time zones — USA (EST, CST, PST), Canada, UK, UAE, and APAC. If a critical incident comes in at 2am on a Saturday, it gets the same 5-minute response commitment as one that comes in on a Tuesday morning.
Windows and macOS troubleshooting, Microsoft 365 and email issues, VPN and remote access, printers and peripherals, business application support, user onboarding and offboarding, Azure and AWS cloud platform issues, network performance, and security-related incidents. If it is an IT issue your clients will raise, our engineers know how to handle it.
Critical priority — first response within 5 minutes. High priority — 30 minutes. Normal priority — 2 hours. Low priority — 4 hours. These are contractual commitments, not targets. SLA performance is tracked on every ticket and included in your monthly report. If we miss an SLA, it appears in the report — we do not wait for you to find it.
Yes. We work inside your existing ticketing system, using your ticket templates, your priorities, your escalation rules, and your communication standards. We do not ask you to change your toolset. Compatibility is assessed during onboarding and in most cases we can integrate with whatever you are using. We have worked with ServiceNow, Jira Service Management, Zendesk, Freshservice, ConnectWise, Autotask, and ManageEngine, among others.
When a ticket cannot be resolved at L1 or L2, it moves to L3 with full technical notes and context. Your client does not have to repeat the problem. They do not see a different team name. They just experience the resolution. Escalation paths are defined during onboarding and aligned to your internal workflows.
Yes. NDAs are signed before any access is granted. Engineers access only the specific system the active ticket requires — nothing broader. Every action is logged in the ticket. MFA is required for every remote session. Client data is never stored locally on any engineer device. Our information security management is ISO 27001 certified — formally audited. Available for your enterprise clients’ due diligence packs.
Discovery and environment assessment — we document your client environments, ticket types, and coverage requirements. Process and workflow alignment — SOPs, escalation paths, communication standards. Secure access and tool configuration. Controlled pilot with real tickets to validate quality before full deployment. 24/7 go-live. Monthly review cadence established. Most MSPs are fully live within 3 to 4 weeks of engagement start.
Monthly performance reports covering ticket volume by category, response times by priority, resolution rates, SLA compliance, escalation trends, and root-cause analysis on recurring issues. Reports are written to give you the data you need to review service quality with your clients — not just internal ops metrics.
Yes. When you win a new client, you tell us. We add their environment to our coverage scope. No renegotiation, no new contracts, no hiring on your side. Our model is built to absorb your growth — more users, more endpoints, more complexity — without increasing your overhead proportionally.
We support MSPs and IT providers whose clients operate across healthcare, finance, legal, SaaS, retail, manufacturing, construction, and distributed or remote-first organisations. If your client has IT, we can support it. Industry-specific compliance requirements — HIPAA, PCI-DSS, GDPR — are handled as part of our standard security and documentation practices.
Pricing depends on the number of end users, expected ticket volumes, support tiers required, and coverage hours. HEX64 offers scalable, transparent pricing with no hidden costs. We scope before we quote — a 30-minute call is the best starting point for an accurate estimate. There are no lock-in contracts and no surprise fees when a critical incident runs long.
Most white-label providers adapt a generic helpdesk model for MSPs. HEX64 was built specifically for MSP white-label delivery from day one. The practical difference: our communication sounds like your team, not a call centre. We cover L1 through L3 under one engagement without involving third parties. Our SLAs are contractual and tracked by priority, not flat response windows. And we report ticket trends to reduce volume over time — not just measure how fast we close tickets.
Most MSPs are fully live within 3 to 4 weeks of engagement start. Week 1: environment assessment and documentation. Week 2: SOP creation, tool integration, access configuration. Week 3: controlled pilot with real tickets, quality review. Week 4: full 24/7 go-live under your brand. We can often begin partial coverage — monitoring and critical response — within the first week if your timeline requires it.
