STRUCTURED CAPACITY FOR MSPs
Structured engineering capacity for MSPs that need relief without losing control.
Out of Band Support uses a capacity block model instead of loose hourly time-and-materials billing. Engagements are aligned around defined weekly capacity, clear support windows, and controlled escalation paths.
Defined weekly capacityStructured
Clear support windowsControlled
Escalation alignmentIncluded
Capacity Model
Simple monthly engagement ranges built around weekly engineering capacity.
Most partner engagements fall into one of three weekly capacity ranges. Exact investment depends on support window, after-hours requirements, and operational complexity.
Targeted Relief
10 Hours / Week
Starting around $4.5k
per month
- Best for focused overflow support
- Defined weekly capacity
- Clear escalation path
- Strong fit for targeted backlog relief
Most Common
20 Hours / Week
Mid-range recurring support
customized by scope
- Best for recurring operational pressure
- More consistent engineering relief
- Supports larger backlog reduction
- Strong fit for growth-stage MSPs
Serious Scale Pressure
40 Hours / Week
Upper range engagement
customized by scope
- Best for heavy recurring demand
- Project + escalation support
- Deeper operational backstop
- Designed for serious capacity strain
What Is Included
- L2 / L3 technical support inside the MSP’s PSA and RMM
- Work performed under the MSP’s SOP and escalation structure
- Defined support window agreed upon in contract
- Clear weekly hour allocation with reset
- Defined escalation protocol and documentation standards
After-Hours & Emergency Coverage
- Optional after-hours standby retainer available
- Emergency support billed at premium rates
- Strict definition of what qualifies as an emergency
- On-call rotation structure defined in agreement
Overage Policy
- Usage above the weekly block is billed at a premium rate
- Overages require approval unless classified as an emergency
- No unlimited usage; capacity stays structured and controlled
How To Think About Fit
- You need engineering relief without adding payroll burden
- You want predictable delivery capacity, not open-ended hourly usage
- You need a partner that works inside your existing stack
- You want to scale carefully instead of hiring too early
Out of Band Support is not an MSP replacement. It is structured, elastic L2/L3 engineering capacity designed to strengthen the MSP’s delivery operation behind the scenes. Final pricing is aligned to scope, capacity, and support window.