Escalation engineering
Root-cause work on recurring and complex incidents that Tier 1–2 hand up.
Tier 3 & projects
Tier 3 support and project engineering for MSPs
Senior engineers for the work your Tier 1–2 can't close and your senior team doesn't have time for: complex escalations, tenant and server migrations, new-client onboarding and infrastructure projects.
- Scoped per project
- Coverage: Scheduled project windows plus escalation hours
- ISO 27001 & SOC 2 certified
What's included
Scoped per project · Fixed-price projects or a monthly escalation retainer
Client onboarding
Discovery, documentation, agent deployment and standardization when you sign a new client.
Client offboarding
Clean, documented hand-back of credentials, data and tooling.
Migrations
Email and tenant migrations, file-server to SharePoint, and on-prem to Azure moves.
Server & infrastructure
Windows Server, AD, Hyper-V/VMware maintenance and upgrades in scheduled windows.
Project documentation
As-built docs and runbooks written into your documentation platform.
How the work is split
What LTVplus handles
- Complex escalations and root-cause work handed up from Tier 1–2
- New-client onboarding: discovery, documentation and agent deployment
- Migrations and infrastructure projects in agreed change windows
- As-built documentation written into your docs platform
What you keep
- The client relationship, contracts and billing
- Your PSA, RMM, documentation and security stack
- Escalation decisions and anything outside the agreed scope
How pricing works
Project work is quoted up front as a fixed price. Ongoing escalation coverage runs as a monthly retainer, so you always know the cost before work starts.
Scoped per project · Fixed-price projects or a monthly escalation retainer · See all pricing
Works inside your stack
No new tools to buy. We work in your PSA, RMM, documentation and security platforms, under your brand.
-
ConnectWise -
Datto/Autotask -
IT Glue -
NinjaOne - Microsoft 365
- Azure
Typical certifications
Engineers are matched to the certifications and vendor experience your clients' environments need.
- Microsoft Certified: Azure Administrator
- Microsoft 365 Administrator
- CCNA
- ITIL
The process
Live in 30 days.
From first call to tickets resolved under your brand.
- 1
Scoping Call
We learn your stack, your SLAs, your clients’ expectations and where coverage breaks today. 30 minutes.
- 2
Solution Design
Coverage hours, escalation matrix and runbooks agreed up front. Engineers are matched to your stack – ConnectWise, Datto, Kaseya, NinjaOne.
- 3
Knowledge Transfer
We handle the heavy lifting – access, documentation and SOPs set up in your PSA, RMM and docs platform. You simply review and approve.
- 4
Go Live
Tickets and alerts are worked under your brand. We handle QA, shift coverage and daily oversight, with weekly reporting. You focus on growth.
The comparison
Why MSPs choose us over the alternatives.
VS. HIRING IN-HOUSE
Skip the recruiting and training headache
No recruiting costs. No 90-day ramp. No two-week notices. Your team is managed, backed up, and replaceable without disruption.
VS. SHARED HELPDESK
Your engineers, not a ticket queue
Dedicated engineers who learn your clients' environments and quirks. Not a shared queue with scripted responses.
VS. STAFFING AGENCIES
Managed results, not just resumes
We don't send you a resume and wish you luck. We manage QA, scheduling, training, and performance. You get results, not headcount.
Frequently asked questions
How is project work priced?
Projects are scoped up front with a fixed quote. Ongoing escalation work runs as a monthly retainer.
Do you work in our change windows?
Yes. Project and maintenance work is scheduled in the change windows you agree with each client.
Who owns the client relationship during a project?
You do. Our engineers work under your brand and report status to you, or to your client if you want that.
What is Tier 3 support?
Tier 3 is the senior engineering layer that handles issues Tier 1–2 cannot close: root-cause analysis, server and network faults, and changes that need deep platform knowledge.
Can you take on a one-off project?
Yes. Projects such as a tenant migration or new-client onboarding are scoped and quoted individually, with no ongoing commitment required.
Let's scope your coverage.
Tell us about your stack, your SLAs and where tickets pile up. We'll show you exactly how we'd cover it.
