Published service details
Service details from Microbyte, checked . How to read these terms.
- Time to go live
- The FAQ estimates roughly six weeks for a standard white-label setup, allowing time to learn services, systems and customers. Agree prerequisites and an acceptance date; this is an estimate. White-label service FAQ / 2026-10-18 (external website)
Not published: notice period, onboarding fees, time to receive a quote. Ask for these in the proposal.
Services and plans
| Service | Hours | Price and billing unit | Team | Request |
|---|---|---|---|---|
| White-label helpdesk - user or ticket basis | The white-label service advertises 24/7 helpdesk support. Agree staffed channels, holidays, escalation cover and service targets. White-label helpdesk service / 2026-10-18 (external website) | Two pricing bases are described: £30 per seat/user with no billing period stated in that answer; or £30 per ticket above 20 tickets per month, with the base charge unstated. Obtain the full fee schedule and tax treatment. White-label service FAQ / 2026-10-18 (external website) | Not published. | RFP for this service Service brief |
| White-label helpdesk - NOC monitoring component | The white-label helpdesk page lists Full NOC as a round-the-clock monitoring feature. Confirm included infrastructure, response actions, escalation ownership and whether this component can be bought separately. White-label helpdesk service / 2026-10-18 (external website) | Not published. | Not published. | RFP for this service Service brief |
Terms and working arrangements
- Contract length - White-label helpdesk - user or ticket basis
- The page advertises month-to-month pricing flexibility. It does not supply an initial contract term, renewal schedule or cancellation-notice clause. Obtain the controlling order before assuming monthly exit. White-label helpdesk service / 2026-10-18 (external website)
- Contact channels - White-label helpdesk - user or ticket basis
- The FAQ describes staffed support calls, while the service page describes ticket handling. Email, chat, portal routing and channel-specific coverage need a service schedule. White-label service FAQ / 2026-10-18 (external website)
- Team location - White-label helpdesk - user or ticket basis
- The white-label FAQ locates MSP technicians in Peterborough, London and Dubai, with Dubai handling most global out-of-hours work. Its separate Los Angeles office statement does not locate the assigned support team or customer data. White-label service FAQ / 2026-10-18 (external website)
- Audience and resale - all services
- Microbyte offers a white-label helpdesk to MSPs and in-house IT teams. Agree the customer-facing identity, purchased work and reseller terms. White-label helpdesk service / 2026-10-18 (external website)
Service conditions
- White-label helpdesk - NOC monitoring component: Full NOC is described as monitoring with the customer RMM and PSA and Microbyte systems. The page does not define a separately priced managed-NOC package, exact products or remediation authority. White-label helpdesk service / 2026-10-18 (external website)
Not published for the selected service
- White-label helpdesk - user or ticket basis: Tools, Minimum order.
- White-label helpdesk - NOC monitoring component: Tools, Minimum order, Contract length, Contact channels.
Ask for these in the proposal. Terms published for another service do not fill these gaps.
Points to settle before signing
Agree the backlog and handover work
The service describes an open-ticket audit, creation of training materials and a managed handover. Define backlog ownership and which open requests are included before launch. White-label helpdesk service / 2026-10-18 (external website)
Set the third-line escalation boundary
The page describes mainly first- and second-line support plus third-line assistance for more complex escalations. Agree approved actions, access, exclusions and the escalation owner. White-label helpdesk service / 2026-10-18 (external website)
Put the call-answer target in the order
Microbyte describes calls as answered in under five minutes and its usual wait as under 45 seconds. These are supplier statements, rather than independently measured results or a supplied contractual remedy. Ask for the purchased response clock and reporting. White-label service FAQ / 2026-10-18 (external website)
Separate application support from tool integration
The white-label page names Microsoft Office, Microsoft 365, Okta and OneLogin as supported application examples. Application support does not identify a PSA connector or approved privileged actions. White-label helpdesk service / 2026-10-18 (external website)
- Obtain the complete subscription: user billing period, base ticket charge, tax, onboarding and any minimum commitment.
- Define billable incidents, repeat contacts and the treatment of the first 20 tickets.
- Put staffed hours, assigned engineers, approved actions and call-response commitments in the service schedule.
- Confirm the actual term, renewal and cancellation conditions alongside the advertised pricing flexibility.
- Price the NOC monitoring component separately from helpdesk units and confirm whether it can be purchased on its own.
Relationship with White Label IT
White Label IT describes Microbyte as its sister MSP and the origin of its outsourcing operation. Read its 2023 account (external website) and 2026 explanation (external website) alongside the White Label IT packages. When collecting both proposals, check the contracting entities and delivery resources. Keep each proposal's prices and service conditions separate. Sources checked 19 October 2026.
Fits when
- Your MSP needs branded end-user support and can agree the retained escalation duties.
- You want to compare user and ticket charging bases against the same workload.
- You can provide systems access, customer context and time for a structured handover.
Questions for Microbyte
- Which billing period applies to the user figure, and what is the complete ticket-plan base charge?
- How are the first 20 monthly tickets, repeat contacts, escalation work and excess incidents charged?
- Which customer context, open tickets and runbooks must be transferred before an agreed launch date?
- Which staffed locations, channels and approved actions cover our helpdesk and monitoring scope?
- Which order sets the initial term, notice, renewal, exit fees and data-return duties?
Customer comment published by Microbyte
On Microbyte's helpdesk page, a comment attributed to Graham Mannassi of Mannassi IT Solutions says, "Outsourcing my IT to Microbyte was a weight off my shoulders and helped me grow my MSP". The page gives no date or engagement details for this comment. Read Microbyte's Mannassi IT Solutions comment - checked 2026-10-19 (external website)
Mannassi IT Solutions' own team page (external website) lists Graham Mannassi as CEO. Ask for a reference relevant to the package and workload you are considering.