info@hex64.net +91 813 034 0337 24/7 NOC & Helpdesk Support

Your Clients See Your Brand. We Handle the Work. 24/7.

HEX64 has been running IT helpdesks for MSPs since 2016. Your clients submit tickets to your helpdesk. They get responses from your helpdesk. Every email, every call, every update carries your company name. We are the team behind it — resolving incidents, managing escalations, and closing tickets — without ever appearing in the conversation.
Growing an MSP is a capacity problem before it’s anything else. You win a client that needs overnight coverage. You get a request for L3 depth you can’t staff yet. HEX64 closes those gaps — under your brand, to your SLAs, using your workflows. Your clients get the coverage. You get the margin.

Request Helpdesk Pricing
1

Cut IT Support Costs Without Cutting Coverage

No hiring. No training overhead. No equipment. You get enterprise-grade helpdesk at a fraction of what it costs to build in-house.

2

True 24/7 Coverage — Nights, Weekends, Holidays

Experienced engineers handling tickets at 2am on a Sunday. Your clients never know the difference. You never have to staff it.

3

Fewer Repeat Tickets, Happier Clients

We document root causes, not just resolutions. Recurring issues get fixed at the source. Your ticket volume drops over time.

4

Scale When You Win, Not After You Struggle

Add clients without adding headcount. Our model absorbs your growth — more users, more endpoints, more complexity — without increasing your overhead.

Full L1, L2 & L3 Support — All Under Your Brand, All Under One Agreement

Most white-label providers cap out at L2. When a ticket needs L3, you are suddenly involving a third party your clients know nothing about. HEX64 covers the full stack — from a user who can’t print, to a server that won’t come back up, to a security incident at midnight — under a single engagement, with one escalation path, and no gaps your clients can fall through.

  • L1 — End-User Support: Password resets, email and VPN access, device issues, application errors, basic OS troubleshooting, and printer problems. The calls your helpdesk takes most often, handled fast.
  • L2 — Advanced Technical Support: Server and network faults, Azure, AWS and Microsoft 365 incidents, security alert investigation, root cause analysis, and configuration changes. The tickets your team doesn’t want to be up at 3am dealing with.
  • L3 — Expert Escalation: Complex infrastructure failures, system architecture problems, critical incident management, performance issues, and advanced security incidents. Handled by senior engineers — under your brand, not a third party.

What’s Included in Your White-Label Helpdesk Engagement

Every ticket, every channel, every tier — delivered under your brand from day one.

Multi-Channel Ticket Intake & Management

We work inside your ticketing system, your communication channels, your templates. Clients raise tickets through your portal or email. We pick them up, action them, and close them — your process, your standards, every time.

Incident & Service Request Resolution

Every ticket resolved with a plain-English closure note the client can actually read — not just an entry for the audit log. ITIL-aligned handling with full documentation on every case.

Escalation Without Gaps

When a ticket goes to L3, full technical notes go with it. Your client never has to repeat the problem. They don’t experience the handoff — they just experience the resolution.

SLA-Driven Ticket Closure

Priority-based SLA tracking on every ticket. Every closure includes a summary written for the client — not just a status field. Missed SLAs appear in your monthly report before you ask.

Monthly Reporting & Trend Analysis

Ticket volumes, response times, resolution rates, escalation patterns, SLA compliance — reported every month. We use this data to find what keeps breaking and stop it, not just track how fast we fixed it.

Documentation & Root-Cause Analysis

Every recurring issue becomes a root-cause investigation. Knowledge base updated. Asset records maintained. The goal is fewer tickets next month, not just the same number resolved faster.

How We Handle Access to Your Clients’ Systems

HEX64 engineers access your clients’ systems every day. Here is exactly what that means in practice. NDAs are signed before any access is granted — not offered on request. Engineers access only the specific system the active ticket requires, nothing broader. Every action taken on a client system is logged in the ticket. Multi-factor authentication is required for every remote session, no exceptions. Client data is never stored locally on any engineer device. Our information security management is ISO 27001 certified — formally audited, not self-declared. Your enterprise clients can request the certificate for their due diligence process.

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Migrating Enterprise Applications to Azure Cloud

An MSP needed overnight helpdesk coverage during a 90-day Azure migration for a 400-user enterprise client. HEX64 handled all L1 and L2 tickets under the MSP’s brand throughout the transition — zero escalation failures, SLAs met in full.
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Remote IT Infrastructure Transformation & Management

A homebuilder with 200 distributed staff needed 24/7 helpdesk support across three time zones. HEX64 integrated with their ConnectWise environment in under two weeks and took on full L1–L2 coverage, branded as the client’s own IT team.
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Migrating VM from Azure to AWS

During a complex VM migration, an MSP needed L3 escalation support available on demand without bringing in an external third party their client could see. HEX64 provided L3 coverage under the MSP’s brand for the full migration window.

SLA Response Times — What We Commit to Contractually

These are obligations, not targets. Missed SLAs appear in your monthly report before you ask.

1

Critical 5 Minutes

Business-down incidents. Systems out, security breach, complete service failure affecting multiple users. Acknowledged and actioned in under 5 minutes

2

High 30 Minutes

Major degradation. Multiple users affected, key applications down, connectivity failing. First response within 30 minutes.

3

Normal 2 Hours

Standard operational issues. Single-user problems, application errors, non-critical requests. First response within 2 hours.

4

Low 4 Hours

Minor issues and routine requests. General queries, small configuration changes, informational requests. First response within 4 hours.

5

Your Workflows. Our Hands.

We follow your ticket categories, your priorities, your templates, and your escalation rules. Your clients get a consistent experience because we work exactly the way your ops team expects.

From Signed Agreement to 24/7 Live — In Under 4 Weeks

Discovery & Environment Assessment

Discovery & Environment Assessment
We map your client environments, user base, endpoint types, ticket categories, coverage hours, and SLA requirements. Nothing is assumed. You get a documented picture of exactly what we’re taking on before anything goes live.

Process & Workflow Alignment

SOPs written. Ticket categories, priorities, escalation paths, and communication standards defined — aligned to your brand and your clients’ expectations. Our engineers work the way your clients expect your helpdesk to work.

Secure Access & Tool Configuration

Role-based access configured. Security controls applied. Ticket templates set up. ITSM integration completed. Secure and documented — ready for real operations, not just testing.

Pilot & Quality Validation

Controlled pilot with real tickets before full deployment. SLA performance tested, communication quality reviewed, workflows refined. You see how it works before your clients do.

24/7 Go-Live

All tiers. All hours. Under your brand. Your clients notice the coverage improvement — not the transition. Most MSPs are fully live within 3 to 4 weeks of engagement start.

Ongoing Review & Optimization

Monthly service review. KPI analysis. Ticket trend discussion. Recurring issues identified and eliminated. A helpdesk that gets better every month — not one that just maintains the same level.

ITSM & Platform Tools We Work With

Our engineers are trained and experienced across the platforms MSPs use most. We adapt to your toolset — not the other way around.

  • ServiceNow, Jira Service Management, Zendesk, Freshservice — full ITSM integration, your workflows, your templates
  • Microsoft Intune & Endpoint Manager — device management and policy enforcement across your client endpoints
  • Azure, AWS, Microsoft 365, Google Workspace — cloud platform support across hybrid and multi-cloud environments
  • ManageEngine, Datadog, Site24x7, Kaseya VSA, ConnectWise, Autotask — RMM and monitoring platform integration
  • Custom client-preferred systems — compatibility assessed during onboarding scoping. If you use it, raise it. We can usually work with it.

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: 05 min (Critical), 30 min (High), 2 hrs (Normal), 4 hrs (Low)—contractual, tracked, and reported.
    • L1–L3 under one engagement: No third parties. Complex escalations handled seamlessly under your brand.
    • On-brand communication: Clear, client-ready responses—no jargon, no call-centre tone.
    • Fewer tickets over time: Root-cause analysis and trend tracking reduce recurring issues.
    • ISO 27001 certified: Audited security, NDA-backed access, MFA enforced, no local data storage.

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 15-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 05 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.

Partner with HEX64 — Your White-Label 24×7 Remote IT Helpdesk

If you are an MSP looking to add 24/7 coverage, expand into L3 support, or improve SLA performance without hiring — the conversation starts with a 30-minute call. No commitment, no generic sales deck. We ask about your client base, your ticket volumes, your tools, and your gaps. If it looks like a fit, we walk you through onboarding and what it costs.

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STEP 1 — SERVICE SELECTION

STEP 2 — ENGAGEMENT TYPE

STEP 3 — ENVIRONMENT SIZE

STEP 4 — HELPDESK SECTION

STEP 5 — NOC SECTION

STEP 6 — WHITE LABEL / PARTNER SECTION

STEP 7 — COMPLIANCE + TIMELINE

STEP 8 — CONTACT FORM

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