Your best engineer should not be your night shift.
Your customers do not keep business hours. When the rotation runs short, tickets sit until morning and the projects your engineers were on stop moving. A dedicated remote team can carry those hours, inside the tools and process you already run.
Take the free IT auditBook a call
For hosting companies, MSPs and infrastructure agencies. The audit and consultation are totally free.
What the gap looks like from the inside
Nights and weekends land on the same few people
A small team takes turns. Every departure makes the rotation shorter for whoever is left.
Nobody wants those hours
The people who can do the work can usually choose not to do it at 3 a.m.
“We’ve always had a small, skilled internal sysadmin and support team, but finding people willing to work nights or weekends in Western Europe was becoming almost impossible.”
Tickets sit overnight
Your team knows the answer. Nobody is awake to give it, so the customer reads silence until morning.
Engineers get pulled off projects
Urgent client issues win every time, and the infrastructure upgrade you planned slips again.
You can only hire near the building
With physical sites, only candidates nearby can apply, and competition for experienced engineers is intense.
“We quickly ran into issues finding qualified and experienced personnel in our markets. As costs grew, we had trouble finding people we could afford.”
What a dedicated team takes on
You choose full 24/7 coverage or out-of-hours only: evenings, weekends and holidays.
Tickets
- Tier 1 and Tier 2 ticket triage
- Chat, email and ticket-based assistance
- A first line for the requests that should not need your engineers
Monitoring and maintenance
- 24/7 system and uptime monitoring
- Instant alerts and incident handling
- Patch and update scheduling
- SLA-based issue response
Sysadmin and after-hours engineering
- System administrators and after-hours engineers, depending on your scope
- At Code Enigma: “The team picked up complex work that others refused to touch.”
LinuxWindowsAWScPanelPleskWHMCSDrupalMicrosoft 365
Full service detail: IT outsourcing and CX outsourcing.
It runs inside your tools and your process
Our teams work directly in your tools and ticketing systems, from Zendesk to Jira to your internal portals.
They use your macros, playbooks and standards. At the hosting company, that started with learning its culture and how it talks to customers.
At Code Enigma, the team worked within existing workflows, with no one-size-fits-all model or proprietary monitoring system.
We typically extend your team, as a remote layer of your existing ops structure.
On both engagements below, recruiting, training and day-to-day management sat with us.
“You weren’t trying to pull us into your system or dump random freelancers on us. You brought dedicated people, managed them properly, and made them part of our operation.”
Two published results
Both case studies are on this site in full. Numbers and quotes are as published.
Code Enigma
UK-based boutique agency, complex enterprise-grade Drupal. A dedicated remote sysadmin team, now a 24/7 support model.
reduction in active ticket volume, within a few months
- Customer tickets no longer sit overnight
- Significantly faster response times
- Internal projects revived, including infrastructure upgrades like Debian 12
“One of our consistent pieces of negative feedback was, ‘you have a really knowledgeable team, but you guys are so slow’… We don’t have that anymore. The tickets get picked up really fast.”
$300M hosting company
Managed hosting and cloud infrastructure for over 25 years, with a family of brands. Moved from in-house physical sites to a remote and hybrid model.
at or above historical benchmarks
- Headcount scaled significantly, without increasing overhead
- Staffing expenses decreased despite overall market inflation
- Managers focus on growth and innovation instead of constant recruitment and training cycles
- Work grew into monitoring and abuse teams, engineering and development, and sales and marketing operations
“Other providers told us they could find people for cheap. That’s not what we wanted. We wanted to expand our brand, continue to grow, and keep providing best-in-class support. Touch Support made that possible.”
How it starts
Take the free IT audit
Ten questions across infrastructure, security, helpdesk, operations and data. You get a score out of 100 and an improvement plan.
Book a call
Tell us the hours, tiers and tools in scope. We assess your needs, recommend a setup and send a tailored quote.
Start small if you want
Many of our clients pilot with one to three agents and grow over time. The hosting company began with recruiting assistance and a handful of qualified agents.
Go live
We can fully onboard and go live in under 7 days, including training, access mapping and test cases.
Find out where your coverage stands
Start with the audit. If you would rather talk it through, book a call. Our audits, consultations and quotes are totally free.
