MSP On Demand has added a live help-desk option for its hardware-as-a-service (HaaS) partners.
The pioneering HaaS enablement company, based in Hickory, N.C., has teamed up with TecLink, to offer HaaS providers a low-cost way to deliver live, privately labeled technical support to their HaaS customers, said Ramsey Dellinger, president of MSP On Demand. The help-desk offering is a component of MSP On Demand's new Platinum-level HaaS package, which was officially launched Jan. 1.
MSP On Demand offers six-week courses that train solution providers and MSPs on how to make profits offering HaaS. Graduates of the course get a version of MSP On Demand's HaaS estimating software and access to HaaS lenders that can underwrite the cost of hardware in a managed services model.
The new help-desk offering is part of a new top-tier Platinum HaaS training course and support platform from MSP On Demand that costs just under $5,500.
The help-desk service can be sold to HaaS customers on a per-user, per-month basis, or it can be bundled into the cost of an MSP's HaaS offering. In addition to being able to mark up the cost of the help-desk services, HaaS providers can make more money with it because it reduces the help-desk calls they will have to shoulder themselves, he said.
"The service can probably fix 70 percent of the help-desk problems before the [HaaS] reseller has to ever go onsite," Dellinger said.
In July, Denver-based TecLink revamped its pricing to better accommodate the long-term recurring revenue streams against which MSPs balance their budgets. TecLink provides a toll-free number for live, professional Level-1 technical support. Support levels that span desktop support all the way up to network and application support are available, as is a 24x7 support offering. Calls are answered using the name of the solution provider serving the customer.
MSP On Demand has graduated 22 solution providers from its HaaS program since its inception in mid-2006, according to Dellinger.
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