Remote help for IT technicians: we take the screen-side call under your shop's name.
You have a tower open on the bench and a client on hold whose Outlook is stuck in a password loop. Hand us the second job. We run the remote tech support session, introduce ourselves with your shop name, send you the notes, and bill you, not your client. From $40 per 30-minute block.
What you are buying
Half an hour of a technician who does nothing but remote work. You choose the job, you keep the client, we never appear on an invoice they see.
The jobs that come to us most from shops: mailbox migrations that need babysitting for forty minutes, printer driver cleanups on a client's five machines, a Windows profile rebuild, a VPN client that works on three laptops and not the fourth, and the first-line call that would otherwise eat your afternoon. Screen-side only. We do not diagnose hardware you have on your bench, because you are looking at it and we are not.
Volume is not required and there is no contract, no minimum per month and no retainer. Shops that use us weekly get a standing slot in the morning; most do not need one.
| Handed-over job | What we do on the call | Typical blocks |
|---|---|---|
| Outlook password loop | Clear cached credentials, rebuild the profile, re-add the account | 1 |
| Mailbox move to Microsoft 365 | Run the move, watch it, set the client machine up afterwards | 2–3 |
| Printer offline across an office | Strip generic drivers, install the maker's, fix the port | 1–2 |
| New laptop handover | Accounts, mail, shared drives, printers, remove maker bloat | 2–3 |
| VPN client on one stubborn machine | Adapter reset, split tunnel check, client reinstall | 1 |
| Access clean-up after staff leave | List every remote tool and credential holder, remove the stale ones | 2 |
Block counts are what these jobs usually take, not a quoted figure. We ask before starting a block that was not agreed.
How the white-label part works in practice
You tell us the shop name and the first name you want us to use. On the call we say that name, we say we are the remote desk, and we get on with the work. No SPLE logo on anything the client sees, no mention of us in the notes we send you, no follow-up email to your client from us at any point.
If the client asks directly who we are, we do not lie. We say we are working on behalf of your shop and refer them back to you. That is the only answer we will give, and it is worth knowing before you book.
Notes come back to you within the hour: what was found, menu paths used, what was changed, and anything we would not touch. Written for a technician, not a customer. You can paste them into your own ticket.
- Your shop name used on the call, agreed in writing before the first session.
- Session notes written technician to technician, with the exact settings changed.
- We bill you per block. Your client never sees a price from us.
- No marketing to your clients, ever. We do not add them to anything.
Tools and access, your choice
If your shop already runs an RMM, we work inside it. Send us a one-time session link or a temporary account and we use yours, which keeps the audit trail in your system where it belongs. Otherwise the client reads out a nine-digit code from Quick Assist or RustDesk and we connect that way, and the tool comes off the machine at the end while they watch.
We will not create accounts in your client's tenant under our own name. If a global admin step is needed, you do it or you grant a temporary account that you revoke afterwards. Shops that have been burned by a contractor leaving an agent installed usually appreciate that this is written down rather than assumed. If you want the standing connection, that is unattended access setup, done on purpose with a named list.
| Route | When it fits | What is left afterwards |
|---|---|---|
| Your RMM, temporary account | Shops with their own tooling and logs | Nothing of ours. You revoke the account. |
| Quick Assist code | Windows 10 and 11 clients, one-off jobs | Nothing. It is built into Windows. |
| RustDesk one-time code | macOS clients, or Windows without Quick Assist | Removed in front of the client |
Handing a job over, step by step
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Send the job in two lines
Client first name, machine, symptom, and when they are free. Phone, email or the chat on this site. We answer during booking hours, Mon to Fri 8:00 to 18:00 CT.
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We confirm the block and the price
One line back: how many 30-minute blocks we expect and the figure. Nothing starts until you say go.
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The call, under your name
We call the client at the agreed time, introduce the shop, take the code and work with them watching. You carry on with the bench job.
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Notes to you, tool off the machine
Access is removed in front of the client, the notes land in your inbox, and you decide what to tell them and what to charge.
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Follow-up inside 7 days
Same symptom back within a week, we take the follow-up session at no charge. That is written into the session guarantee.
Where we are the wrong call
Anything with a screwdriver in it. Dead SSDs, swollen batteries, liquid damage, cracked hinges, reflow work. You are the bench. We are the screen.
We also will not take over a client relationship, sign an MSP-style contract on your behalf, or act as your escalation for a network you have never documented. Shops sometimes ask us to be their out-of-hours line. The answer is no, because booking hours are booking hours and promising otherwise would be a lie by Thursday.
What technicians ask before the first handover
All of it is answerable in one line, so here are the lines.
The worry is always the same: am I handing my client to a competitor. The answer is in how we are paid. By you, per block, with no route to them.
Who answers the phoneOnly if you tell them. We introduce ourselves with your shop name, the booking is yours, and nothing the client receives carries our name. Asked point-blank, we say we work on behalf of your shop and send them back to you.
You do, at whatever you charge. We invoice you per block from $40 per 30 minutes. We never take money from your client and never quote them a figure.
Only what is needed to run the session and keep the note: first name, machine, what was done. No marketing, no list, no follow-up from us. The privacy policy sets out how long that is held.
Yes, and we prefer it. A temporary account in your system keeps the logs where your client expects them. Revoke it afterwards; we will remind you if you forget.
We stop at the end of the agreed block and message you. You decide whether to buy another. We do not quietly run on and invoice you for ninety minutes you did not approve.
No. Booking hours are Mon to Fri 8:00 to 18:00 CT. A monthly patch window under fleet care can run after hours on the machines themselves, but a live session needs someone awake at both ends.
Send the first one and see.
Shop name, client first name, machine, symptom. We come back with blocks and a figure before anything starts.
- Phone+1 (899) 555-5520
- Email[email protected]
- Address74 Cedar Court, Office 12
Austin, Texas 95088 - HoursMon to Fri 8:00 to 18:00 CT