Tier 3 Tech POD
This is a great hybrid option for MSP that have a tier 1 and tier 2 team already in place and need higher level of support for their current techs. We Provide a flat rate service and handle your escalated technical issues. All our techs are US based and understand the importance of customer service and an MSP environment.
How it works
Our technicians handle tickets assigned to a queue separate from your intake queue or Tier 2. Any tickets that reach this queue will be transferred to us for resolution.
We will work on the ticket with the client until it is resolved. Alternatively, your team can escalate to our POD through our team chat. Your team can send messages and request help on technical issues related to Microsoft, Linux, or VMware systems.
Once we receive the ticket or message in our queue or chat, we work on it until it is resolved. If we have specific questions, we will reach out to the designated point of contact.
Our Expertise
FAQ
Yes, an annual contract is in place because we hire based on demand and the need for consistency. As we exclusively recruit US-based technicians, the process is both costly and time-intensive. However, we offer a 90-day opt-out clause to ensure satisfaction. If for any reason you feel this arrangement isn’t suitable, you have the option to terminate the contract within this period. Our priority is to meet and exceed your expectations.
All services are handled Monday through Friday from 8 AM to 5 PM. Weekends and major holidays are excluded.
No, your monthly flat rate covers day-to-day tickets and projects.
Typically, our services are available Monday through Friday, 8am to 5pm. However, on a case-by-case basis, we can work on projects after hours. The after-hours rate is $90 per hour and $120 per hour on weekends and major holidays.
Typically, onsite work is only required in specific cases. However, rather than simply passing the ticket back to your team, we remain engaged. We coordinate with you to schedule a technician and collaborate with onsite personnel or “smart hands” to complete the project. If additional information is needed, we communicate with your team to obtain access or required details and ensure the task is completed. Our primary goal is to resolve the ticket efficiently.
Unless you’re a full-service client of The Tek Company, we do not handle ordering tasks. In such cases, we redirect these requests back to your team. Typically, the only issues we escalate back to your team are those requiring your specific expertise.
The cost of this service is straightforward. Each of our Tier 3 technicians, all based in the US, costs $3,750 per MSP, with unlimited endpoints.