Frequently Asked Questions

Is this a whitelabel helpdesk?

Yes! We are a 100% white label outsourced helpdesk for MSPs.  That means at any time when we interact with your customer we present as being from your company.  

If we send an email, we will be using your domain, and all of our correspondence will be branded in your business name too and if we make a phone call on your behalf, we will introduce ourselves as being from your MSP.

A white label outsourced helpdesk is a great way to scale your MSP seamlessly without hiring delays or management headaches.

Can we use this service for after hours and on demand helpdesk support?

Yes! All of our programs include optional 24x7x365 outsourced helpdesk cover for MSPs. Whether you’re planning to kick back on the 4th of July or pop a few cold ones on Australia Day, our worldwide Partners enjoy high availability outsourced MSP helpdesk support all year round.

Do you use your tools or ours?

We adapt to your choice of RMM (remote monitoring and management) platforms, accommodating a wide array of popular tools such as ConnectWise Automate, NinjaRMM, KaseyaVSA, Syncro, Atera, DattoRMM, among others.

Your preferred screen connect solution is equally within our scope of expertise.

Our approach is strictly vendor-neutral, ensuring we seamlessly integrate with the technologies your enterprise relies on. While we embrace a comprehensive range of tools, it's important to note that for PSA functionalities, we focus on integration to enhance security and efficiency, rather than providing direct access.

Will you integrate with our PSA?

Yes! We integrate with HaloPSA, Autotask, Connectwise Manage, Syncro and KaseyaBMS. If we don’t have an official integration, you may also be eligible to access our REST API.  

If you are not running an eligible PSA, we will provide SmartDesk - a comprehensive ticketing platform with powerful AI features, web and mobile access included in every Plan at no cost to your MSP.

Do you charge per endpoint or per user?

Neither! We want our Partners to maximize their profits and we don’t believe charging per endpoint or user is a fair way to do business. With Benchmark365 you only pay for what you use, and you can scale the service up or down as needed.

What is the pricing and is there a minimum spend?

The minimum investment is $990 per month. Most MSPs will spend somewhere between $3,000-$8,000 per month for a highly qualified team of MSP helpdesk champions.  

That's 50-70% less than hiring an equivalent Level 1, 2 or 3 technician without the hiring delays or management headaches.

It ultimately boils down to how much time you need freed up, what expertise you need, and how many customers you think should be receiving world class helpdesk support.

Is there a minimum contract term?

We offer the most flexible service in the industry. All of our programs are offered on either a monthly or quarterly basis. You can upgrade/downgrade or cancel with 30 days written notice.

Do we get a pod - how many specialists in the pod?

As an outsourced helpdesk for MSPs we have a large team of skilled specialists operating 24 hours a day, 7 days per week.

Once you're live you'll be assigned a minimum of 3 specialists who will be  familiarised with your MSP, your customers and your product stack.

We have dispatch, Level 1, 2 and 3 specialists and the sizing of your engagement will determine the overall capacity of the pod and expertise needed. 

How long does it take to onboard?

A typical onboarding program will take 15-30 days. We estimate on average it takes 90 days of sustained partnership to get the model right for your business. Keeping your clients happy is always our #1 focus.

Will you work with our documentation software?

Yes! We work with a broad range of IT documentation platforms including ITGlue and Hudu.

If you don't have a documentation platform we include SmartDocs, our comprehensive documentation platform complimentary on all Plans.

Our documentation is not complete (said every MSP ever). How do you handle that?

Despite our experience with top-tier MSP entrepreneurs and leading service providers, we've never encountered a fully documented MSP. The reality is customer environments are in constant flux, and teams are too stretched to document every change comprehensively.

That's where we come in. Our aim is to alleviate your team's workload, even if it means operating without detailed procedures to give you some breathing room. We understand this approach might slow things down or reduce output as we navigate information gaps, but ensuring your team has the space it needs is our priority.

We start by gathering essential documentation for each client during onboarding, then collaboratively enhance this documentation, identifying gaps while helping manage your workload.

We see this as a partnership, staying in close communication to gradually complete the documentation, much like onboarding a new team member.

For more extensive documentation needs, our Professional Services group offers targeted project-based services to help bring your environments and SOPs up to world class standards.

Where is the company and team located?

We’re an Australian company with locations in Sydney, Cebu, Manila and Durban. Our team are native English speakers or IELTS certified assuring high-quality communication at all times.

What technologies do you support?

Through our partnerships with hundreds of MSPs we're exposed to a broad range of technologies. We are certified and deeply proficient in supporting Microsoft software, and other technologies in the networking, cyber security and disaster recovery field found within small to mid size enterprises.

If you support specific technologies that we are not exposed to we run routine deep dives to gain knowledge, record and train staff with optional documentation services.

Do you provide onsite IT services?
Benchmark 365 is a fully remote, 24x7x365 outsourced helpdesk for MSPs.

Whilst we do not provide onsite IT services, many of our MSP Partners have networked with other Partners around the world to provide onsite support as needed.
Do you answer calls, and do we use your phone system?

Yes! To provide exceptional outsourced helpdesk services for managed service providers we can handle all or some of your calls.  This allows your customers to get support when they need it 24 hours a day, 7 days per week.

For quality assurance purposes, ease of provisioning and global reach we supply the phone system.  We will provide you with a dedicated telephone number in your region as close to your area code as possible.  You can then divert all or some of your customer support calls to this number for a seamless, white label experience.

What about communication skills?

Our team are formally trained MSP customer support experts.  Many of our team are native English speakers, or have been speaking English since early childhood.   Many are IELTS certified meaning they have sufficient communication skills to obtain a visa to work in the United States.

Check out the following video that showcases the calibre of communication within our team.


Can you help our MSP with projects?


By becoming an outsourced helpdesk MSP Partner, you unlock immediate access to our elite Professional Services team. This team boasts a deep well of knowledge across Microsoft software, network infrastructure, cyber security, and strategies for disaster recovery and risk mitigation.

We're committed to fueling the expansion of your MSP. That's why we offer the bonus of free access to an experienced solution architect for up to one hour each month. This expert is on hand to help with the planning, marketing, or execution of your MSP's projects.

Additional project work is costed on a per diem basis and depends on the timing and expertise required.

*Please note, a minimum commitment of 3 months as a Benchmark 365 helpdesk Partner is required before we can undertake project work on your behalf.

What is the definition of Level 1, Level 2 and Level 3 support?

Benchmark365 offers extensive outsourced support services for MSPs, encompassing Level 1, 2, and 3 support. Some plans may cover up to Level 2, while more extensive plans provide advanced Level 3 support, available 24/7.

While tasks can differ from one MSP to another, the subsequent table serves as a guide with examples of task types for support at each level:


Level 0

Assistance provided by a customer service specialist.

Level 1

Support delivered by a qualified junior IT professional.

Level 2

Support delivered by an intermediate, qualified system administrator.

Level 3

Support provided by an advanced specialist in Microsoft software, infrastructure and network technologies.


  • Taking a call.
  • Triaging an issue.
  • Liasing with a customer.
  • Assigning or reassigning work.


  • Credential management.
  • Desktop application support.
  • Minor updates and installs.
  • Active directory onboard/offboard.



  • Partial server outages.
  • Server support impacting few users.
  • In-depth desktop issues.
  • Group permissions.
  • Application troubleshooting.
  • Proactive maintenance.



  • Complex network issues.
  • Complex server issues.
  • Complex LOB issues.
  • Vendor specific i.e. Windows Server, AD, Citrix, VMWare, HyperV.
  • Backup and DR.

We understand that your helpdesk encounters a myriad of customer needs beyond what's listed here. For a tailored conversation about how we can meet your specific requirements, please reach out to us.

How do you communicate with customers - email? call? live chat?

We offer professional helpdesk support via email and telephone 24 hours a day, 7 days per week.

With your approval, we may chat with your end users via your RMM or remote connection tools once a ticket has been logged.

We don't have a ticketing system - can you provide one?

Absolutely! SmartDesk offers an effortless, setup-free ticketing solution designed solely for MSPs looking to expand their operations without the financial burden of acquiring and managing a PSA.

Featuring an intuitive Kanban/Planner interface, real-time Partner communication, a comprehensive documentation tool, and AI-powered summaries, you'll be astonished at the amount of time you'll save.

Exclusively complimentary for all Benchmark365 Partners, SmartDesk seamlessly integrates with a variety of PSA platforms for qualified Partners.


Our complete terms and conditions can be found at https://www.benchmark365.com/terms-and-agreement.