IT support that feels like yours.
We run your helpdesk 24/7 under your brand, inside your PSA, with English-first L1–L3 engineers, so your team stops firefighting tickets and gets back to actual work.
Your Helpdesk Shouldn't Be
Your Biggest Problem.
You started an MSP to build a business. Not to spend every day firefighting tickets, chasing engineers, and explaining things for the fifth time.
Your senior engineers are doing password resets.
The people you pay the most spend half their day on Tier 1 tickets instead of architecture, cloud migrations, or client growth.
We handle L1 and L2. Your senior team focuses on what moves the business forward.
After-hours means someone's phone is always on.
One engineer on rotation. A personal number given to clients. Burnout builds quietly. One day they quit, and take your coverage with them.
24/5 or 24/7 global coverage. Nobody's phone rings at 2am.
You lose clients when your only engineer gets sick.
Single points of failure everywhere. One person knows the one client's environment. They take a week off and tickets pile up.
A full team with shared documentation. Zero single points of failure.
Your margin shrinks every time you hire.
A new engineer is a big fixed cost before they bill a single hour. Recruiting takes months. Training takes months more. Margins go backwards before they go forwards.
Fixed cost per ticket. You set the client price. Margin is yours.
Your competition hides behind chatbots.
Your clients called you because they wanted a real person. You promise white-glove service. Then a bot answers their after-hours call.
Real engineers. Real phones. Your clients speak to a human, every time.
You can't scale without hiring, and hiring takes quarters.
A new client wants to onboard in 2 weeks. You need 3 months to hire, train, and integrate a new engineer. So you say no, or you overcommit your team.
Add capacity in days. Go from 5 to 5,000 endpoints without hiring anyone.
See It In Action
A Real Ticket. Resolved in 4 Minutes.
Simulated walkthrough · Real workflow, anonymized data
PLAYING · click to pause
From signed contract to live helpdesk in 5 days.
Discovery call
We learn your environment, tools and pain points. 30 minutes is enough to start.
Integration
We plug into your PSA, RMM and ticketing system. Day 1 to 3.
Training & testing
Our team learns your processes and documentation and tests against your environment. Day 3 to 4.
Go live
A 24/7 helpdesk running under your brand, and your team breathes again. Day 5.
The 5-day switch guarantee: live in 5 days or the first month is free.
Why choose Supportwave?
Reasons MSPs partner with us for global support servicesAround the clock 365 Support
After hours, weekends, holidays or full 24/7 support, with a flexible model that scales with you.
Live and onboarded in 5 working days
Scale your support skills fast, without hiring ahead of the revenue.
English first language skills
Highly skilled L1-L3 engineers who communicate clearly and keep issues moving.
We work inside your existing systems
No integration needed. We work inside ConnectWise, HaloPSA, Autotask and more, following your tools and SOPs.
Engineers handle every customer interaction.
AI categorizes and prioritizes requests and surfaces past cases, so the right context reaches the engineer faster. An AI co-pilot helps engineers resolve tickets faster.
- Requests
- AIAI supports
- Engineers respond
Simple pricing. No surprises. Month-to-month.
Every plan includes real engineers, smart triage and 24/7 coverage. Scale up or down anytime.
Shared Helpdesk
Perfect for smaller teams with lower ticket volumes
- Smart ticket triage
- Shared L1-L2 engineering team
- 24/7 coverage
- Email, chat, phone support
- Self-service for users
- Monthly reporting
Dedicated Helpdesk
Your own engineers who know your environment inside out
- Everything in Shared, plus:
- Dedicated engineering team
- Engineer co-pilot using your resolution data
- PSA/RMM integration
- Full SLA with escalation
Enterprise / Custom
Multi-site, high-volume, or white-label for MSPs
- Everything in Dedicated, plus:
- Multiple dedicated engineers
- L3 systems/network engineers
- Custom SLAs and reporting
- White-label option for MSPs
- Global onsite support add-on
Got Questions? We've Got Answers!
5 days from signed contract to live helpdesk. We integrate with your PSA and RMM, train on your environment, and go live. If we don't hit 5 days, the first month is free.
Yes. Always. Every interaction is handled by one of our engineers, and a user asking for a person is connected within seconds with the full conversation context, so nobody repeats themselves.
Our 24/7 engineering team is based in South Africa, native English speakers operating in GMT+2 (inside UK business hours, overlapping US East Coast). Permanent employees, not contractors. Same team every month.
ConnectWise, Datto, Autotask, Halo, IT Glue, and more. If you use a PSA or RMM, we integrate with it. We work inside your existing tooling, no migration required.
Yes. Your brand, your phone greeting, your SLAs. Your clients never see Supportwave. We're the invisible engine that powers your helpdesk. Full white-label from day one.
We operate under strict data protection protocols aligned with GDPR and South Africa's POPIA. We integrate with your security policies, follow your data handling requirements, and provide full audit trails. Happy to walk through our security documentation on a call.
Month-to-month contracts. No long-term lock-in. If we're not delivering, you walk. We earn your business every month. That said, our churn rate is under 10% annually, because it works.
Add our 24/7 white-label helpdesk behind your brand. We integrate with your PSA and RMM and go live in 5 days, so you can take on a new client's tickets without running a hiring round. Scale up or down month to month as your book changes.
Put our engineers on your after-hours and weekend queue. They work inside your PSA under your brand, 24/7, so your own team isn't on call and you're not hiring for night shifts. Use us purely for out-of-hours cover or around the clock.
Five things: are they channel-only so they never go direct to your clients; do real engineers answer, not just a bot; do they work inside your PSA and under your brand; how fast do they go live; and are they month to month. Supportwave is channel-only, engineer-led, PSA-integrated, live in 5 days, and on a monthly contract.
Yes, when the partner is channel-only and engineer-led. Your clients only ever see your brand, your greeting and your SLAs. Supportwave never contacts or sells to your end customers, operates under GDPR and POPIA with full audit trails, and works inside your tooling, so you keep the relationship and the control.
Your helpdesk should be getting smarter every month.
Book a 15-minute call. We'll show you exactly how a white-label helpdesk works and scope a solution for your business.