The majority of our team lives in and works out of our headquarters city, Toronto, Ontario, Canada.  Today we are dominantly spread out across Canada and the US and we do have team members who have relocated from North America and now work from their homes abroad.

Absolutely not. Our model is pick-and-choose with mix-and-match. It’s cost-effective and practical. You pick and choose which customers we work with and which systems we support.

Generally speaking, we offer services by “Device” and by “Time”, in full pick-and-choose with mix-and-match.

Not necessarily. You can cover all your users 24×7 or decide to cover some for specific hours of the day.  

Absolutely! You can mix-and-match different services across different clients and different services for the same client across different devices.

Helpdesk Example:
Let’s say you have a client that has 50 workstations at a single site. You may wish to only onboard 10 of those workstations because the other 40 may not need much technical assistance. Of the 10 you onboard, let’s also assume that 5 of the users of those devices are travelling VIPs that need 24×7 support and let’s assume that the other 5 users only require 8×5. In this example, you could assign our Helpdesk Standard service (24×7) for the 5 VIPs, the 5 other employees could have customizable contact hours to ensure proper coverage for different shift times, and you could have us on standby to service the other 40 on a purely a-la-carte basis which we could service on our time-based Helpdesk services if you needed extra help on any particular day. Our NOC services come with the same mix-and-match abilities.

Each service has its own pricing structure. On our NOC and Helpdesk services, we offer services by “Device” and also by “Time”, with full mix-and-match across your clients.  

Our Dispatch services are priced in bundles and our Project services are always fixed/flat rate quoted on request.

No! We are a month-to-month service with a 30-day termination clause.  Our Partners stay with us because they believe that we work hard, we are awesome, and we do our best for our Partners and their clients. There are no long-term contracts with Mission Control. 

As part of our service, we provide a local area, dedicated phone number to you. From your phone system, under whatever conditions you want to use it for, you will forward to this Direct Inward Dialing (DID). We program this DID in our systems which ensure that when that DID is used and our phones ring, we answer as your company to ensure a fully white label experience for your clientele.

Yes! Our Integration provides a two-way, real-time synchronization for every important detail of every ticket we work on. You will see every timely entry, every note, every status change as soon as it happens in your own tickets and in your own PSA. 

Yes! Our default is to use your RMM tool to oversee your business’s health and security. Our goal is to monitor client endpoints, networks and computers as an extension of your own staff, resulting in an outstanding customer experience.

Yes! With our PSA integration, we provide real-time integration and collaboration on tickets. We need to work as a team when it comes to documentation and integrating with your documentation platform is key to us. It is important to note that we do not require a specific platform. We integrate perfectly with IT Glue, PassPortal, and several others. Our requirements are that documentation be kept online protected by Two-Factor Authentication (2FA).

Yes! We allow our MSP Partners to designate up to 3 VIP users per customer to onboard with us and their issues will receive critical response. 

As part of our integration, you will decide and configure your escalation procedures as you see fit. These procedures are incredibly flexible and can be customized for different times of the day, days of the week, clients and ticket priorities.

Example:
When an issue arises, it can be resolved by either calling or emailing different team members. For medium and Low Priority Tickets, we email certain team members and call the customer in an emergency situation. Our escalation procedures are designed by you within our integration portal called Lift Off. It’s extremely flexible and you can make these changes in real-time.

We have no Annual Contracts, no Client Minimums and No Onboarding Fees.  We want to make this as easy as possible for you.  To start a relationship with a new MSP Partner, our required minimum monthly spend is $900, which can be allocated across all of your clients/services with us.  This is not a per-client minimum, it is an overall monthly minimum spend.

Just like at home, size isn’t everything :).   We see success at a variety of growth stages.  Our typical MSP Partner supports between 300 and 3000 endpoints. We also support many MSP businesses with single owner/operators.  For MSPs supporting a smaller quantity of endpoints, the maturity of their business processes and their tool stack (PSA, RMM, Documentation) is of great significance.

Yes! Documentation needs a true team effort. Our senior level technicians will not require documentation on installing a printer, but we will need IP addresses, credentials and helpful tips. We will help update the documentation as we move forward and it is in everyone’s best interest to continually update the documentation. However, there must be a starting point that your team will have to facilitate.

Our onboarding process consists of three steps:

1. When you’re ready to get started, we will send you a DocuSign to lock in your pricing.
2. Next, we will request a self-assessment on the maturity of your tool stack (PSA, RMM, and Documentation). We want to make sure that your systems are functional, configured well and up to date. If you believe that your stack is not properly configured and requires support for improvement before onboarding, we can assist you. Additional costs for Professional Services may apply depending on the requirements. If you believe your stack is ready, we proceed to Onboarding.
3. During Onboarding, we walk you through every step of the way. We provide you with the integration steps for your PSA, RMM and Documentation platforms, and we will request several details about your business and how you would like to structure our relationship for launch.  We also schedule an introductory call with you to review all of this in context.

From the time that we receive all of the required information to the time that you go LIVE with us is approximately 2 weeks.

If you think that’s fast, you’ll love this:

One of our deliverables to you during Onboarding is a login to our Integration Portal called Lift Off. In Lift Off, you control everything about our integrations in real-time!  This means that onboarding new clients, devices and services becomes and instant process!  No spreadsheets, no delays.  You can also use Lift Off for hundreds of other integration features such as configuring business hours for your clients, indicating VIPs per client, customizing instructions and even configuring your escalation procedures.