What we take
The tickets L1 cannot close and your senior engineer never gets to. Intune enrolment failures. Autopilot hanging at the enrolment status page. Compliance policies reporting the wrong thing. Apps that install by hand but never silently. Conditional Access that locked out the wrong group at the worst moment. Defender alerts nobody has triaged in a fortnight. Update rings that were set up once and never revisited.
How it works
White label. We work in your tooling, under your process, with your naming conventions. Ticket notes are written so your engineer can pick the job up cold at handover, because the whole point is that the work does not come back to you a second time.
Your client never hears from us and never needs to know we exist, unless you decide otherwise.
What we do not do
We do not touch your client relationship. We do not quote them, we do not contact them, and we do not approach them during the engagement or after it ends. That goes in writing before the first ticket, not as a handshake.
Networks, printers, servers, telephony and anything on site stay with you. We stay in Intune, Entra ID, Defender and Microsoft 365, which is exactly why the escalations get closed rather than parked.
What it is worth to you
Senior hours back. Your most expensive engineer stops losing afternoons to enrolment failures and goes back to the project work you can actually bill at a margin.
SLAs you keep. Escalations that get parked are the ones that turn into a breach of SLA and, eventually, a client review meeting you did not want. Closed tickets do not do that.
Depth without a hire. A senior Intune engineer is a salary, a recruitment cycle and a bet on retention. Blocks of hours are none of those, and you can stop at the end of a block if it is not working.
A morning queue that is already clear. If you are in North America, work escalated at the end of your day is done before you open.
Hours that suit an overnight queue
We are in Islamabad, UTC plus five. That covers the UK morning, an early start on the US east coast, and the whole Australian and New Zealand working day.
If you are in North America, the practical effect is that tickets you escalate at the end of your day are worked while your office is closed and waiting for you in the morning.
How it is priced
Blocks of hours, bought up front and drawn down against real tickets, or a monthly retainer if your escalation volume is steady enough to predict. Either way the rate is agreed in writing before the first ticket and does not move.
Tell us roughly how many Microsoft 365 seats you manage and how many escalations a month you are sitting on, and we will tell you which shape fits.
Who this suits
MSPs and IT companies of roughly five to fifty staff who have won Microsoft 365 work faster than they have hired for it, and who would rather buy depth in one platform than another generalist.