For MSPs, IT consultancies and agencies
White-Label Managed IT Services for MSPs and IT Firms
GoProIT provides white-label managed IT services behind your brand. Our engineers work tickets in your system, under your name, while you keep the client relationship, the pricing and the billing.
- Works in your ticketing system
- Your brand, not ours
- Mon–Fri 8am–8pm ET
- Mutual NDA
Who this is for
You sell IT services. Your clients trust you. But your senior people spend their days on password resets, your queue backs up every Monday, and hiring another tech takes months.
We act as your back office. Your clients keep calling you. Behind the scenes, GoProIT engineers pick up the work and close it out in your tools.
- MSPs that need more service desk or systems capacity without adding payroll
- IT consultancies that win projects but do not want to staff a daily support desk
- Marketing, web and creative agencies whose clients keep asking for help with email, laptops and Microsoft 365
- Solo IT providers who need cover for the hours they are on site or on leave
White-label managed IT services: what we take on
You choose the scope. Some partners hand us only first-line tickets. Others hand us everything except the client meetings.
- White label help desk. L1 work for your clients’ staff: sign-in and MFA problems, Outlook and Teams, printers, software installs and how-to questions. See our help desk service for the full list.
- Systems work. L2 tasks such as Microsoft 365 and Google Workspace admin, device setup, patching, backup checks and VPN faults.
- Security operations. Working alerts from endpoint protection and EDR tools, and handling the first stage of an incident under your direction.
- Senior engineering. L3 help with migrations, larger changes and problems your team is stuck on.
- User lifecycle. Onboarding and offboarding for your clients, to your checklists.
If you want a full managed IT services stack delivered under your name, we can scope that too.
How white label IT support works day to day
- Your ticketing system. We get accounts in your PSA or help desk tool and work tickets there. Your clients never see a second system.
- Your brand. Engineers reply under your company name and follow your templates, tone and sign-off. They do not mention GoProIT to your clients.
- Your process. We follow your priorities, categories, approval rules and closing standards. Where you do not have a rule yet, we propose one and you decide.
- Your documentation. We work from your documentation platform and update it as we go: new passwords stored where you keep them, new devices logged, runbooks fixed when they turn out to be wrong.
- Your channel. A shared Teams or Slack channel between your team and ours for handoffs and live incidents.
One ticket, start to finish
Here is what white-label managed IT services look like on a normal Tuesday morning:
- A user at one of your clients emails your support address because Outlook keeps asking for a password.
- The ticket lands in your system. Our L1 engineer picks it up, sets the priority and replies under your name.
- L1 finds the account is blocked by a sign-in policy, so the ticket moves to our L2 systems engineer with notes attached.
- L2 fixes the policy, confirms with the user, and updates the client notes in your documentation.
- The ticket closes with your closing template. It shows up in your reporting and our monthly report to you.
Your team did not touch it, and your client only ever saw your brand.
Escalation paths
There are two directions of escalation, and we write both down before we take a single ticket.
Inside GoProIT. Tickets move up by scope. The L1 service desk handles first contact and standard requests. The L2 systems engineer handles admin changes and multi-user problems. The L3 senior engineer handles complex faults, larger changes and security incidents. Each engineer notes what they found before passing a ticket on.
To your team. Some things always go back to you:
| Situation | What we do |
|---|---|
| Client is unhappy, or asks about price or contract | Pause, note it on the ticket and pass it to your account owner |
| Work is outside the agreed scope | Flag it to you with an estimate before starting |
| A change needs client approval | Draft the change and let you or your client approve it, as you prefer |
| Security incident at a client | Start the response under your incident rules and alert your named contact right away |
| On-site visit needed | Tell you, then send your own tech or book one of our vetted local partner technicians as a paid add-on |
Response-time targets for your clients
We work your clients’ tickets to these targets, or to tighter rules you set if we agree them at scoping.
| Priority | What it means | Response target |
|---|---|---|
| P1 critical | Business stopped, or a security incident | 1 hour |
| P2 high | A major function is down, or several users are affected | 4 hours |
| P3 normal | One user affected, and a workaround exists | Same business day |
| P4 low | Requests, changes and how-to questions | Next business day |
Response means a technician acknowledges the ticket and starts work. It is not a promise of when the fix is done. Targets are measured in covered hours and reported to you monthly, so you can pass the numbers on to your clients in your own report.
Covered hours are Monday to Friday, 8am–8pm Eastern. Outside them, automated monitoring and EDR alerts keep running, but no one is on shift by default. A 24/7 on-call engineer for P1 incidents is available as a paid add-on.
What you keep
MSP outsourcing goes wrong when the partner starts to look like the provider. With us, you stay in charge of the business side:
- The client relationship. You own the account, the meetings and the roadmap conversations.
- Billing and pricing. You bill your clients at your rates. We bill you. Your clients never see our invoice.
- Contracts. Your service agreement with your client stays as it is.
- Your brand. Your name on every reply, report and ticket.
- Decisions. Tool choices, standards and anything strategic stay with you. We advise when asked.
Confidentiality and security
- We sign a mutual NDA before we see any client data.
- Client information is used only to deliver the work you hand us.
- GoProIT is a US-managed team with engineers in the US and overseas.
- Our engineers use MFA on GoProIT’s own tools.
- Remote sessions are logged.
- Remote sessions need the end user’s approval, and the user can end a session at any time.
If your clients have their own security questionnaire, send it over at scoping and we will answer what applies to us.
Onboarding a partner
- Scoping call. We learn your clients, your tools, your ticket volume and which work you want to hand off.
- Written scope and quote. Roles, covered hours, escalation rules and a custom price.
- NDA and access. Mutual NDA signed, then accounts set up in your ticketing, documentation and remote tools.
- Playbook. Together we write down your templates, priority rules, escalation contacts and per-client notes.
- Pilot. We start with one queue or a few clients, and you review our replies before we take more.
- Full handoff. We take the agreed scope and report monthly on tickets, targets and recurring problems.
Related options
- Want the same engineers on your queue every day? A Dedicated Offshore Tech Pod can run under your brand.
- Need web and app developers as well as IT? See Dedicated Remote IT Teams.
- Running IT for your own multi-site company, not for clients? See Enterprise Remote IT Operations.
- A small business looking for support for your own staff? The Business Support Plan is $49/user/month.
Common questions
Will my clients know you exist?
Not from us. Our engineers work under your brand in your tools and do not mention GoProIT to your clients. If you want to tell them you use a partner, that is your call.
Do you work in our PSA, or do we use yours?
We work in yours. That keeps your reporting, billing and client history in one place. We need user accounts in your ticketing, documentation and remote access tools.
Who handles the client when something goes wrong?
You do. We fix the technical side and keep you informed. Anything about the relationship, price or contract goes straight back to your account owner.
Can you cover nights and weekends for our clients?
Covered hours are Monday to Friday, 8am–8pm Eastern. Automated monitoring and EDR alerts run outside those hours. For a person on call, add the 24/7 on-call engineer for P1 incidents.
Can you send someone on site?
Yes, through vetted local partner technicians as a paid add-on. You can also send your own tech, and we will brief them from the ticket.
How is pricing set?
It is a custom quote based on scope, ticket volume, covered hours and add-ons. You then set your own price to your clients.
Add capacity without adding payroll
Tell us about your clients, your tools and the work you want off your plate. We will send a written scope and a custom quote.