Your brand.
Our engineers.
Around the clock.
White-label helpdesk, dispatch, and dedicated engineering teams for MSPs — delivered under your name from Medellín and the United States, 24/7/365. Choose a flat-rate shared plan, build a dedicated cost-plus team, or run both.
Two ways to buy. One standard.
Start on a shared subscription, build a dedicated cost-plus team, or run both side by side — every model white-labelled, bilingual, and integrated with your PSA.
The subscription service desk
A pooled, white-label service desk billed as a flat monthly plan. Your scripts, your escalation paths, your name on every call — our bench answering it.
Your engineers, on our payroll
Named engineers in Medellín who work only for you — your hours, your tools, your standups. TechPulse recruits and employs them as employer of record; you direct the work.
Need both? The two models can be combined under one agreement when it makes sense — for example, a dedicated day pod with shared after-hours dispatch. One PSA integration, one invoice.
A complete support stack, under your name.
Every capability below is available in both models. Your customers hear your company name — on every call, ticket, and report.
Dispatch services
Professional call taking and ticket routing. Every issue documented, assigned, and escalated to your runbook.
Technical support · L1–L3
Password resets to infrastructure failures. LATAM-based L1 with US-based L2/L3 escalation teams.
PSA integration
Native, bi-directional sync with your stack — tickets created and updated in real time.
Quality and reporting
Complete visibility into the operation running under your brand — nothing is a black box.
Bilingual engineers
CEFR C1+ English with minimal accent — communication that protects your reputation.
4-week implementation
A proven onboarding process with minimal disruption to your existing operations.
Transparent plans. No surprises.
Six published plans across dispatch and full helpdesk — every helpdesk plan includes call taking and dispatch. No hidden fees, and no plan you cannot reshape.
The plans below are starting points, not ceilings. Incident volume, coverage windows, SLAs, support tiers, and customer counts are tailored to your book of business — custom packages are the norm, not the exception.
24x5 Dispatch
Monday–Friday call taking and routing
24x7 Dispatch
Round-the-clock coverage, 365 days
MSP Starter
For emerging MSPs ready to scale
MSP Plus
For MSPs adding after-hours intake
MSP Professional
For growing MSPs with 24/7 clients
MSP Enterprise
For established MSPs requiring premium support
One-time setup fee $2,500 — waived with an annual commitment · 10% discount on 12-month terms · 60-day cancellation notice.
Detailed feature comparison
A full-time team, without the overhead.
When ticket volume justifies full-time seats, hire named engineers in Medellín through TechPulse as employer of record — recruiting, payroll, benefits, workspace, and compliance handled, priced at cost plus an agreed fee. Pods sit on-site at Casa Castellana or work remote across Colombia. No foreign entity. No local counsel. No blended-rate guesswork.
Define the pod
Roles, seniority, hours, tooling. We turn it into a hiring spec and a fixed fee quote inside the band.
Interview and approve
We shortlist from Medellín’s deep engineering market. You interview; nobody joins your pod without your sign-off.
We employ, you direct
Contracts, payroll, statutory benefits, insurance, equipment, workspace: ours. Day-to-day direction, standups, tooling: yours.
Open-book billing
One invoice per month: itemised employment cost plus the agreed fee. Raises go to the engineer, not the margin.
The talent behind your brand.
Medellín has become Latin America’s leading technology hub — companies including Microsoft, IBM, and Meta run major operations there. We hire from the top of that pool, and we keep them.
We pay top-tier salaries to attract and retain the best engineers in the market.
Year-round US presence at Casa Castellana keeps quality and culture aligned.
Funded professional development for every team member, including in-house English improvement.
Comprehensive health insurance and retention programs that keep tenure long.
of our engineers speak business-level English — CEFR C1+
CS and IT engineers graduate annually
same-timezone alignment for real-time support
faster ramp than US-equivalent hires
Three tiers. Every ticket covered.
First-line support
System administration
Critical infrastructure
Live in four weeks.
A proven onboarding process with minimal disruption to your existing operations.
Initial setup
Contract finalisation, phone provisioning, access credentials, documentation review, and system configuration.
Training period
Training on your procedures, supervised ticket handling, communication protocols — and dispatch goes live.
Transition
Independent ticket handling begins, reporting is set up, HaloPSA integration is finalised, and quality is checked.
Full operation
Complete transition to independent operations, with regular service reviews and continuous improvement.
Hiring dedicated? Roles are scoped in week one, shortlists arrive within two to three, and engineers are seated in four to eight depending on notice periods. Onboarding mirrors the shared track.
Monitored. Measured. Audited.
Every call recorded and available for your audit.
Structured QA against your runbooks and standards.
Answer times, resolution, and SLA compliance in real time.
Your customers rate the service — under your name.
Questions, answered.
Who employs a dedicated engineer?
Where do dedicated engineers work?
How is the service fee set within the 30–50% band?
Can we see the actual cost behind a cost-plus invoice?
Can we run both models at once?
What happens if a dedicated engineer resigns?
Are the published plans really negotiable?
What are the contract terms?
How do you protect our brand on every call?
Tell us what your book needs.
Twenty minutes with an engineer — not a sales rep. We will map your ticket volume to a shared plan, a dedicated pod, or both, and put real numbers on it.
